18 February 2013
During a routine inspection
We saw that the service managed risks and safeguarding issues well. We saw complaints made by people who used the service had been investigated thoroughly and responded to appropriately.
We saw that the service managed risks and safeguarding issues well. We saw complaints made by people who used the service had been investigated thoroughly and responded to appropriately.
People we spoke with said that they were consulted about the care provided and were involved in decisions about their care. People told us they were happy with the support they received and that it made a difference to their everyday living. People told us they were treated with respect and that care staff maintained their privacy and dignity.
The staff we spoke with showed a good understanding of peoples' support needs. Plans we looked at provided staff with good information about the support required including peoples' individual likes and preferences. People told us that they had support plans in their home and staff confirmed plans are kept up to date.
The people we spoke with said they had regular carers. People told us carers did everything they needed and that staff take their time and do not rush. One person said "My carers are brilliant. They always do things in the way I like". They told us that care staff always completed the support required. People told us that on occasions when care staff were delayed they would be advised of the delay and when to expect the call.
People told us they felt their concerns would be listened to and acted on. Care staff said they were confident concerns reported to staff in the office would be dealt with promptly. Staff we spoke with knew what they would do to keep people safe.