We carried out this review to check on the care and welfare of people who used this service. We visited the agency office and met with two registered managers and a senior manager. We spoke on the telephone with eight staff who worked for the agency and people who used the agency, which included some of their relatives. We talked to two people about their experience of the care and service they received from the agency. People told us the agency were 'very good', 'brilliant, they came in straight away', and were 'lovely people'.None of the people whose care we tracked were able to speak with us on the telephone about the service they received as they had a dementia related illness. We spoke with four relatives of these people who told us they were 'very satisfied with the service'. The 'carer is very efficient'. The care worker 'is prompt, does the job, copes very well indeed' and is 'very caring'. 'X (person's name) is as well as what she is because of the two care workers'. 'Can't fault them anywhere'. 'They communicate with the family'. 'X is cared for very well'. 'Staff are trained in dementia, tailor made to meet the service user needs'.
We pathway tracked the care for five people and looked at how their care was provided and managed. We talked with home care staff that cared for these five people. They demonstrated they were aware of people's care and support needs. Staff said they were trained to help them understand how to meet people's needs and give the support they needed. We found that people received effective and appropriate care, treatment and support to meet their personal needs.
We looked at how the registered managers assessed and monitored the quality of the service. We found that there were effective auditing and monitoring systems in place to assess that the care, treatment and support being given was appropriate. Some improvements were necessary however to continue to manage the risks effectively.