People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. Staff we spoke with said that supervision and appraisals they had undertaken had been a positive experience and had helped them look at their development within the organisation.
Staff we spoke with had a good understanding of the needs of the people they supported as well as any potential risks to their safety.
People told us they were happy with the way the staff organised their medical appointments and healthcare services such as doctors, opticians and chiropodists. One person commented 'every little thing you tell them and they go with you to the GP to make sure you're alright.'
People were not always being protected against the risks associated with medicines because the provider did not have appropriate arrangements in place to manage medicines.
Effective recruitment and selection processes were in place and appropriate checks were undertaken before staff began work.
Staff were positive about the training opportunities at the agency and told us about recent training they had undertaken and how this had benefited their work practices. However, systems of supervising and appraising staff at the service were not appropriate to enable them to deliver care to people safely and to an appropriate standard.
People who use the service told us they had no complaints but knew how to make a complaint if they needed to. They said they were confident that the registered manager would take any complaint seriously.
There was evidence that the provider carried out spot checks on the staff to ensure that people's care was being delivered in accordance with their wishes and as detailed in their support plan. There was documented evidence in people's support plans that their views about the agency and the quality of service provision were being sought on a regular basis.
We saw evidence that people were able to go out to the local community. One person told us, 'I go out most days.'
Staff we spoke with had a good understanding of the needs of the people they supported and one person told us that the staff, 'were always available and helpful.' People told us they were happy with the way the agency arranged appointments with their doctor and other medical professionals such as dentists and chiropodists.
People told us that they felt safe with the staff who supported them. They told us they had no concerns about this service but felt able to talk to the manager or other staff if they needed to.
Staff told us they felt supported by the management and confirmed they received regular supervision and appraisals.