3, 6 January 2014
During a routine inspection
One person we spoke with told us the service they received was: "Excellent". A relative told us: "The carer does empathise with my [family member], nothing is too much trouble". However, we received mixed views from people about the agency's capacity to deliver the service.
Staff we spoke with were knowledgeable about people's care and support needs and we observed staff speaking with people in an attentive and polite way.
Overall, care plans we looked at were person centred and provided staff with guidance about how to meet people's care and support needs safely.
Appropriate recruitment procedures were in place to ensure that the necessary checks were carried out prior to staff starting work.
Overall, staff told us that they received good training and support that enabled them to carry out their roles effectively. Staffs' competency to do their job was checked regularly as part of a quality assurance system.
There were systems in place to seek people's feedback about the quality of the service they received.