31 January 2014
During a routine inspection
People told us staff were good at explaining what they were going to do and asked for their consent before they carried out any care tasks. One person said: 'They always check with me first before doing anything'.
People told us the service met their needs. People praised the staff highly and described them as 'very good' and said they were reliable. People praised the flexibility of the service and said staff would do everything they could to accommodate any changes. One person said: 'They're very good at juggling things around my hospital appointments.' Another person said: 'I've no problems with the care, they're so much better than the other care agency I had'.
We found satisfactory recruitment processes were in place. We reviewed three staff recruitment files and found appropriate checks had been carried out.
We found systems were in place to review the quality of the service provided. There was a complaints procedure in place. People we spoke with and their relatives told us they would raise any concerns or complaints directly with the manager. They told us they felt confident that any issues raised would be dealt with properly.