15 June and 6 July 2012
During a routine inspection
People told us that they were treated with respect. Comments included: "Nothing is too much trouble; "Always pleasant informative girls" and "They call out gently when they arrive and ask if he is ready to use the bathroom".
People told us that care workers were reliable in their time keeping, with comments such as, "Yes, no problem". They said that they had confidence in the care which was provided. We were told that one person had a new care worker introduced to them so that, in the event of needing a second care worker, the person using the service would already have met them.
People gave us different examples of how they were involved in decisions about the care they needed, one person saying, "They ask me questions". Another said, "Yes, I am involved and they write this down".
People said that their opinion about the service was sought, and we saw that people's opinion had been formally surveyed through a questionnaire.
We found that the agency used robust recruitment procedures so as to ensure that care workers were suitable and safe to work with vulnerable adults. There were also arrangements in place to protect people from abuse. The agency had good arrangements in place to ensure that a quality service was delivered on a regular basis.