6 April 2011
During a routine inspection
Before a service was provided to people a full assessment of their needs was undertaken this included looking at any areas of risk and taking into account risks within a person's home environment. This enabled the agency to understand the care and support that each person required and allowed them to put in place any safeguards to protect people, yet maintain their independence.
A representative of a person receiving a service said ' The agency deliver a good service, the quality of the service matters, staff really care, they are never rushed. All care and support is properly logged, the records are there, nothing is ever kept from me, I know exactly what care has been given'.
The agency take time to match people to staff who have the right character and skills to be able to deliver their care and support successfully. A member of staff said ' We never go un introduced to client's, shadow shifts occur and this is a brilliant idea from a client's point of view, as you are not a total stranger, it is much better to be introduced, it gives a better impression'. Information about what the agency could offer people was supplied so that they felt informed.
Staff confirmed that they felt they received training which helped them to carry out all aspects of their work. A member of staff said ' The agency gave me knowledge about moving and handling, food hygiene, first aid, emergency procedures and other subjects. Staff were encouraged to discuss any further training or development needs during supervision so that they continued to develop their skills.
People informed us that they were encouraged by the providers to raise and issues or concerns straight away, no matter how small so that they remained happy with the service being provided. Only one complaint has been received since the agency was registered, this was seen to have been dealt with appropriately. People said ' They check I am happy with the service being provided, I know if I had any issues they would be sorted out straight away. Staff said ' I can speak to anyone at the agency, any problems or issues would be taken on board. Any complaints would be dealt with immediately'.
North Yorkshire County Council said that they contracted with the agency and had no concerns about the service that it provided to people on their behalf.