13 June and 3 July 2013
During a routine inspection
People who used the service told us their care workers were friendly, gentle, reliable and respected their privacy and dignity. Care workers were described as "really good and really caring", "incredibly kind" and "lovely". People told us "I am very satisfied with the work", "I am very happy with the service" and "they have people's best interests at heart".
People told us they were involved in an assessment of their individual needs and the plan of how those needs were to be met. Care plans and records were regularly reviewed and updated. People told us "they never let us down", "they treat [X] more like family than a patient" and "they go beyond the call of duty".
People told us the care workers were very good at their work and the care workers told us their training and supervision/support from the management team enabled them to do their work well.
The agency had systems in place to obtain feedback from people who used the service and monitor the quality of care provided.