20 November 2012
During a routine inspection
Everyone we spoke with who was using the service told us they felt safe receiving care from the agency staff and that it was a "very friendly" and "supportive" service and one person told us that "There is never any problem as they do what I have asked." People using the service also confirmed that they "always" knew who was coming to visit them in advance and there was good continuity with regular staff who knew them well. One person told us, "Quite candidly I can say I am satisfied and quite content with the way things are."
People we spoke with told us they knew who they could speak to if they had a concern or complaint and said they would be confident raising concerns with the manager of the agency. We were told, and could see, that quality was monitored by the providers and that people were being asked for their views. People told us that the manager visited them and observed and supervised staff working there and "checked everything was as it should be."