Archived: St Mary's Care

We found that people experienced safe and appropriate care that met their needs, ensuring their safety and welfare. People praised the service for the dedication and attentive nature of the staff. One person told us, 'They are so kind and gentle. I know they're not supposed to be my friend but I so look forward to seeing them and wouldn't want anyone else.' Another person said, 'They are much better than other care agencies I have used because they never let you down and they really do care.'

The service provided personalised care through the appropriate administration of medicines. We reviewed medicine administration records which showed that people received their medicines safely, at the times they needed them.

At the time of our inspection the manager told us that they did not employ any staff but demonstrated that they had an appropriate recruitment system in place to accommodate growth of the service.

The provider had a policy to ensure that any complaints were dealt with in a sensitive and timely manner. One person told us, 'I know there is a complaints system but I never need to complain. They talk to me every day to make sure I'm happy and if there's anything else I need.'

Families told us their relatives were treated with dignity and respect by the staff. One person said, 'I can't praise them enough. The care is excellent and they sort things out so quickly, before they become a problem'. Another person said, 'They are wonderful, so kind and always do more than they should. It's not just the care but they're such good companions. I'm so glad we found them'. People told us they trusted the staff supporting them and felt safe and secure. They told us about the effective and assured way in which staff supported them to move, preventing them from harm.

We spoke with people and their families who made positive comments about the staff. We were told staff were reliable and had a good understanding of the needs of people with dementia. People who used the agency told us the staff communicated effectively with them and appeared to be well trained.

The provider had systems to check and audit the quality of service and monitor risk. We looked at the complaints file and saw there had been no complaints since the agency was registered. The manager had conducted a survey of people who used the service to seek their views. This had not identified any concerns but had provided positive feedback.