We found the services statement of purpose included the necessary information, such as the aims and objectives, the kinds of services provided, names of key individuals working for the service, legal status of the provider and details of the office address.
With their permission we telephoned five people who used the service and visited two people in their homes so they could tell us their experiences of the agency. All told us the agency was 'very good' or they were 'very happy', one person said it was 'excellent and they could not wish for better carers'. Two people said they had 'never had any complaints' and another person explained if they raised any minor concerns they were always responded to.
One person told us they were 'very very careful when they helped them with their medication'.
We found the agency had made some improvements to their medication and care record systems and staff told us they felt better informed about peoples needs. We saw people had received the correct medication. However we found that there continued to be some gaps in the medication records and this had not been identified by the systems the service used to assess and monitor the quality of the service they provided.
People also told us if they had any concerns they would feel comfortable making their views known to the Registered Manager.
However although people were satisfied with the care provided, we saw the assessments and work schedules and medicine records did not provide enough information to enable staff to deliver a consistent and safe approach to people's care.