Archived: Teeside CSS - Middlesborough

Records held by the service about people were accurate, up to date and reviewed regularly. They contained detailed information about people to ensure that they received the care and support they needed to meet their needs. Records were also stored securely.

There was evidence of good communication between all those involved in the care of people who used the service. A health professional we spoke with was impressed by the level of communication staff had with other health and social care professionals.

There was a complaints policy in place and people who used the service and their relatives were aware of how to make a complaint if they needed to. One person who used the service and one relative we spoke with told us they would have no concerns about repercussions if they raised concerns and were happy that complaints were dealt with appropriately.

People using the service told us the staff treated them with respect. One person said "They knock on my door first. They don't just walk in.' Another person said "They treat me well.'

We found people were supported to make choices and to develop independent living skills. One person said 'They help me with my shopping, cooking and housework.' Another person said 'They provide me with good support.'

During our visits we had the opportunity of watching staff practices as they supported people. We heard staff address people respectfully and explain to people the support they were providing.

We found people were protected from the risk of abuse. People told us they felt able to say if they were unhappy. One person said 'I would have a chat if I was unhappy.'

Staff were well supported with lots of training to help them meet the needs of the people in their care. One person using the service said 'I love all of the staff.'

We found the manager and service managers closely monitored the service provided to make sure good standards of care were maintained.