28 November 2013
During a routine inspection
Care was delivered in accordance with people's care plans. We saw that the care plans were person centred and staff members had specific detail to follow which ensured that people's needs were met. One person who used the service told us, "They're very good, they see to what's needed."
Staff had a good awareness of safeguarding people who used the service from abuse. They were all able to explain the correct procedure for reporting if they were concerned that someone was at risk of abuse. One person told us, "I'd go to [the provider] and if I wasn't satisfied I'd contact the safeguarding team." People who used the service told us that they felt safe.
We looked at four staff files and saw that they all included the appropriate documentation.
The service had a complaints policy and procedure. We spoke with people who used the service who told us that they hadn't needed to make a complaint but they knew how to if the need had arisen. One person told us, "No complaints, any changes I ask for are done.'