15 October 2013
During a routine inspection
People and relatives who met with us and spoke with us were very satisfied with the service being provided to them. People told us 'The staff always treat my mother with respect and dignity and I am very satisfied with her care,' 'Staff respect my need to be as independent as possible and treat me as an individual' and 'The care staff are fantastic and the standard of care is excellent.'
The provider used the local authority's medication system to administer medicines to people who used the service. Staff had received training in its use and the provider carried out regular audits to ensure staff practice was safe and effective. People who spoke with us said they got their medicine on time and in the way they requested it.
The agency employed sufficient staff to ensure people were looked after by staff who understood their needs and who were competent in their roles.
The provider had a quality assurance system in place, which was used to assess and develop the service. People told us that the agency carried out reviews of their care on a regular basis. People were also aware of the complaints procedure and knew how to use this if needed. People said they had completed satisfaction questionnaires and were part of the care planning process.