We gathered evidence against the outcomes we inspected to help answer our five key questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records. If you want to see the evidence supporting our summary please read our full report.
' Is the service safe?
The provider had effective recruitment and selection processes in place and carried out appropriate checks before staff began work.
Staff had access to training and support to enable them to deliver care safely and in a way that maintained people's dignity.
Staff were given sufficient information about a person's needs before they began to support them.
New staff had an induction when they started work and the opportunity to shadow colleagues before providing care themselves.
' Is the service effective?
People provided positive feedback about the service they received from the agency. They said that their care workers arrived on time and stayed for the correct amount of time, which meant that they did not feel hurried when receiving their care.
People told us that they received their care from regular staff, which they said was important to them. One person told us, 'I told them I refused to have any carers other than the three I usually have and they've always respected that' and a relative said, 'There's a team of five carers and we always get one of them, which suits us well.'
' Is the service caring?
People spoke highly of the care provided by the agency's staff. They told us that care workers were kind, courteous and helpful. People also said that staff were diligent and hard-working and had a positive approach to their work. One person told us, 'I'm absolutely delighted with them. They're good workers. They don't wait to be asked, they just get on with it.'
Relatives also provided positive feedback about the care provided by staff. One relative told us, 'They're excellent; I'd recommend them to anybody' and another said of their family member, 'She absolutely adores her carers. They've really improved the quality of her life.'
' Is the service responsive?
People received a personalised service based on their individual needs.
People's needs were assessed before they began to use the service. The assessment identified what people wanted to achieve from the service and their preferences about their care.
Each person had an individual care plan, which was developed in consultation with them. People told us that the agency reviewed their care plans regularly to ensure that they continued to meet their needs.
' Is the service well-led?
The provider had an appropriate organisational structure within which responsibilities for key business functions were clearly defined.
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Care staff told us that they received good support from their managers. They said that their managers contacted them regularly and that they had opportunities to discuss their professional development and training needs.
The provider encouraged people to give their views about their care. People told us that their views were listened to and that the provider had responded appropriately if they had requested changes to their care.