Archived: Total Care Direct Limited

29 January 2013

During a routine inspection

We spoke with three people using the service and two relatives. They told us they were involved with writing the care plans and the plans were regularly reviewed. We looked at the training records and three staff files which told us staff had received training to help them deliver individualised care. We spoke with the manager about how complaints and compliments were dealt with. We saw the complaints policy and procedure and the complaints log with action plans of how issues were resolved. We saw a recent survey which demonstrated that the provider consulted with people using the service to obtain their feedback on how their care was provided, so they could know what improvements were necessary.

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