4 April 2013
During a routine inspection
The care files contained a summary of the person's needs, any specific risks, preferences for care, times of calls and the tasks staff were expected to undertake at each call. People we spoke with were happy with the care they received. They said, "The service is pretty good" and "It's very good. We had problems to get consistent carers at the start but I spoke to them and it has improved."
People were very complimentary about the staff. Comments included, "They are absolutely brilliant" and "The girls are local and I have been quite happy with them."
People we spoke with told us that they were regularly consulted about the service provided and that regular spot checks were completed. One person said "We had a spot check a little while ago and they pulled the staff up about recording more detail on the records."
We found that learning from incidents/investigations took place and appropriate changes were implemented. The agency had taken prompt action to address concerns raised by the local authority about medication practices and missed calls.