5, 6 December 2013
During a routine inspection
From our observations and our conversations with people, we found that staff discussed things with people, or checked their reactions, to make sure they understood and agreed to what was happening. People told us that staff knew them and what to do for them.
We saw that each person received an assessment of their care needs, including any risks associated with their care provision. In all the cases we looked at, we found that the care provided matched with the care required and was what people had agreed to. We found the service had completed the appropriate checks before staff began work and that the care workers employed were appropriately trained and qualified.
We saw the service had effective systems to regularly assess and monitor the quality of service that people received. These included surveys and audits. There was an effective complaints system available and comments and complaints people made were responded to appropriately.