14 February 2014
During a routine inspection
The overwhelming number of comments which we received from staff, relatives and people using services were very positive and complimentary. Comments from people using services included; “All the staff are very good”, “I couldn’t ask for better”, “I get my visit on time, or at least within 15 minutes either way”, Relative’s comments included “Staff are very reliable, my husband and I are very satisfied with the care he receives”. Staff comments included “I like working here”, “I feel that this is a good company…I love it. Our manager is lively and is ‘hot on’ and knows what is going on. She is approachable”.
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On the day before the inspection we received an unnamed contact from a whistle-blower who expressed concerns about this agency. One person using the service contacted us after the inspection. This person was unhappy. This person was moving to another provider. We looked into the all areas of concern raised.
We saw procedures were in place to ensure people’s consent was gained in relation to the care that was being provided. We saw needs assessment records that included useful information about the care and support the people needed. We saw there were policies and procedures that were in place to ensure that people who used the service would be safe. We saw that processes had been established to administer medicines to people using services. We looked at staff records and saw that there were enough staff to support people using services and that mechanisms to support and train staff were in place.