Archived: Promoting Re-ablement and Independence Service

We saw that care needs were discussed with people and where appropriate their relatives. Before people received care their consent was asked for. From what people told us, what we observed, and noted as part of the review, staff cared for the people who used the service appropriately. People told us "I didn't want to come, but it's lovely. I'm booked in to come back for my birthday!" and 'The staff are kind; they discuss my needs".

There were enough qualified, skilled and experienced staff to meet people's needs. Staff had received appropriate professional development and training to ensure they could meet the needs of the people who used the service.

There were appropriate systems in place to monitor and improve the quality of the service. People who used the service, their representatives and staff were asked for their views about their care and they were acted on.

People and relatives who met with us and spoke with us were very satisfied with the service being provided to them. Individual comments made to us included

'I am delighted with the service. The staff are fantastic and always turn up when I need them.'

'I have a care plan and they talk to me about my care. I am very satisfied with the service'.

'The staff are brilliant. They are always smiling and cheerful and I cannot praise them enough.'

People told us that the agency carried out reviews of their care on a regular basis. People were also aware of the complaints procedure and knew how to use this if needed.