11 February 2014
During a routine inspection
People told us they had received a visit from senior staff before the service commenced. This was to introduce themselves and carry out an initial assessment. People told us their relatives needs had been discussed and they had agreed with the support to be provided. One relative spoken with said, 'If we need more support they are very good at organising it for us'.
People we spoke with told us they felt safe when receiving care and support from agency staff. They told us staff were courteous and respectful of their needs. 'My relative struggles to find words to express themselves, but the staff are wonderful and patient. I feel very supported by them'.
Staff working for the agency underwent thorough checks to ensure they had the knowledge and skills to work with vulnerable people. One staff member said, 'They went through all the checks before I started and the induction was thorough'.
Relatives felt they had been asked for their views and feedback on the service provided. Relatives told us they felt confident any concerns would be addressed. There were systems in place to monitor the quality of the service.