Archived: Bristol South Office

Peoples' care records were informative and set out what actions were required to be taken by staff to effectively assist them and meet their needs.

There were systems to minimise risks to people who used the service and to safeguard them from abuse. People felt safe with the care workers who visited them.

People were protected from the risks of unsuitable staff being employed. The provider had recruitment procedures in place to ensure only suitable staff were employed to work for them.

People were assisted with their needs by staff who were monitored and supervised in their work. This was to make sure they provided an effective service. People benefited because they were supported by staff trained to understand what their needs were.

There were systems in place to monitor the service that was provided so that it was safe and suitable. Where improvements had been identified as being required these were put in place promptly.

People told us they were happy with the service provided by the agency. Relatives told us staff listened and involved people in making decisions about their support to ensure individual preferences could be met.

People said staff were kind, patient and polite. They said their personal choices and wishes were respected about how support was delivered.

We saw the provider had a policy on safeguarding people from abuse. We saw staff had attended training to ensure people who used the service were protected from the risk of abuse.

People confirmed reviews of their support were carried out and they were aware of the complaints procedure and how to use it, if it was required. For example, one person said ' I complained about my care in the early days and it was quickly sorted out'.

We found that the service ensured people who used the service were cared for by staff with appropriate training and support.

We found that the provider had a robust system in place to monitor the quality of the service, to ensure that people received safe care.