Archived: BRS-CARE

People told us they were happy with the support they received. Comments

included, "They are very efficient', 'It is a very good service; I am very happy' and 'Everything is smashing'.

People told us care and support was given flexibly and in line with their wishes.

Comments included, "They will always do the things that I want done" and "They are very flexible and will change around to suit us".

People told us they were supported by the same team of staff which ensured people were looked after by staff who knew them well. They also told us staff arrived at the time they were expected. People were happy with their support workers. Comments included, "Staff are very good to me; very kind" and "I look forward to them coming".

There was an effective complaints system. The complaints procedure was given to people at the time the service commenced and they were encouraged to discuss any concerns during review meetings, in day to day discussions with staff, and also as part of the annual survey. There had been no complaints made about this service.

Records showed that a thorough assessment of people's needs had been conducted before they started to use the service. This helped to ensure the staff team were confident they could provide the care and support needed by each individual.

Records showed that robust recruitment practices had been adopted by the agency. This helped to ensure those using the service were safe during the delivery of care and support.

We found the service to be compliant with both areas assessed at the time of this visit.

The recruitment of staff was not consistently robust to ensure people employed were fit to work with the vulnerable client group. However, those working for the agency were trained and supported to deliver appropriate care.

One comment received from a person using the agency was:

"My carer is very good. She knows exactly what she is doing and listens to me when I ask her to do things in a certain way."