3 April 2012
During a routine inspection
One person using the service and two relatives said staff from the agency had visited them prior to arranging the care package so individual needs could be assessed and it would be assured these could be met. They also said they had received all the information they needed about the organisation before they made a decision to use them.
Two people using the service said they could express their views and were involved in making decisions about their care. They also said there was enough information available for staff to support them in a way they preferred. One person said, 'My needs are absolutely met, the care is very good.' Another person said, 'I have quite complex needs and the staff follow the plan of care to ensure these are met.' Two relatives also said they had been involved in the care planning process and there was enough information within care plans to ensure their relative's needs were met.
One person using the service said, 'I feel safe with the staff that support me, if I did have any concerns I could approach the manager and she would listen.' The other person using the service said, 'I feel safe using the service, if I have expressed concerns the manager has listened and acted as needed.' Two relatives also said staff protected people using the service from harm and that their relative was safe.
Two people using the service and two relatives said they thought the staff were well trained to carry out their job role.
Two people using the service said they had no concerns in respect of the service provision. They said they could feedback to staff at anytime and they would be listened to. Two relatives also said they could feedback to the manager or staff at anytime.