We spoke with two people who used the service and the relatives of another two people who used the service. People told us they were satisfied with the care provided but the service was initially unreliable and that some care calls were either late or missed completely. People said this had recently improved.We spoke with three staff members, the registered manager and the provider as part of our inspection. Staff told us they were well supported by the managers but that at times they had struggled to meet all the care calls they were required to do at an appropriate time. We were told this was due to the limited number of available staff and the travelling times involved between care calls. We spoke with the provider about this who told us about improvements that were being made to resolve these issues.
We looked at the care plans and records of four people who used the service and found care plans were detailed and thorough with sufficient to guidance to staff about how people's care should be provided.
We found that the service had not always taken proper action to assure itself people were screened as to their suitability to work with vulnerable adults prior to starting work. There were not enough qualified, skilled and experienced staff to always meet people's needs.
Staff had received appropriate professional development.
The service did not have an effective quality assurance system and records were not always accurate or well maintained.