24, 29 May 2013
During a routine inspection
People said that they would raise any concerns they had with the care staff or the provider/manager if needed. In discussions with people using the service it was clear they were aware of what to do in the event of them having a concern or complaint.
All of the people we spoke with made positive comments about the staff members who supported them. Comments from the people we spoke with included, 'Fantastic, I cannot speak highly enough of them, more like friends than carers', 'I think they are smashing, nothing is too much trouble.'
People told us they were regularly asked if they were happy with the care and the service provided and had completed questionnaires about their care and support .
The provider/manager checked the quality of care delivery through direct contact with service users and by supervision of the care workers. This included regular spot checks to ensure the care plan was being implemented and that all tasks within it were undertaken.