21 November 2012
During a routine inspection
People who used the service told us they were happy with the service. One of their relatives also said that they knew that the agency was "just a phone call away."
We saw surveys from people who commissioned or bought the service on behalf of the local authority, They were very positive.
When we looked at some of the records we found that the provider was not making sure that records were maintained and some of their practices did not protect people from possible abuse. We also found that they were not letting us know about changes or incidents they should tell us about.
The system the provider had for monitoring quality was not effective, as checking was not regularly planned and the provider had not identified, assessed or managed the risks we identified.