6 February 2012
During a routine inspection
Most comments about the care provided by staff were positive with people saying that the staff were generally good. People told us that staff did what they were asked to do and were usually competent to do what was required of them. However, we did receive two comments about new staff being less clear about what to do and needing more guidance. One person commented that there had been a lot of changes but the current staff 'know what to do'. People also said that staff asked if they wanted anything else to be done for them before they left.
People felt able to raise concerns or issues about the service and told us that the service had usually responded appropriately.
People spoken with said that the agency monitored the quality of the service through spot checks of their staff and individual reviews. There were mixed views about whether they received questionnaires asking for their views about the service.