10 February 2014
During a routine inspection
People who used the agency's staff told us that they had regular meetings with the provider to ensure that the service was meeting their needs. Regular contact was made, either by telephone or through meetings, to discuss any issues and address any concerns.
The agency office was suitable for its purpose. It was well maintained and secure. Parking was available at the front of the building and there was level access via a ramp. Security systems were installed which could be activated remotely.
One person told us that, "...nine times out of ten staff were readily available and at short notice.' We saw that the service followed a rigorous recruitment process, with potential staff required to complete questionnaires that identified their level of knowledge and competence. Full induction processes were completed by the provider and also with the people who the agency's staff.
The service sought the views of the people using the service and improvements made as appropriate. Regular meetings took place with people using the service to ensure their needs were being met. There was a complaints process in place. One person said, 'They readily respond to concerns.'