People told us that they were pleased with the service provided and that staff respected their privacy, dignity and wishes with regard to their personal care. People also told us that staff arrived on time and stayed the length of time expected. Some people told us that staff would stay longer, spending time to chat rather than focussing only on personal care tasks.However, we found that the provider had not assessed people's needs, that support plans had not been put in place to ensure staff knew how to meet people's needs and that care needs were not reviewed. We saw some daily records which showed complex health and social care needs but these had not been identified in a support plan and risk assessments had not been put in place, which put people at risk.
The provider did not have policies or procedures in place to ensure staff knew what to do if there was an allegation or suspicion of abuse and the manager did not know the process to follow.
Staff had varying levels of training and the provider was not supporting them with supervision or annual appraisal. There were no systems in place for the provider to monitor their services to ensure themselves of the quality of the service and to make improvements.