9, 14 January 2014
During a routine inspection
People using the service told us they were treated with dignity and respect and their privacy was respected. One person said, 'They're kind, helpful.' They told us they received the support they needed. One person said, 'They are caring. They look after you.' However, we identified some gaps in the care records. We found that people's needs were not always fully assessed and care and treatment were not always fully planned and delivered in line with their individual care plan.
People using the service told us they felt safe when staff visited them and they would inform staff or the provider if they were worried about anything. Relatives also told us they felt their family members were safe.
People using the service told us they felt staff were well trained and good at their jobs. One person said, 'They're very very good.' Relatives told us they felt staff provided good care and were well trained. We found that staff received induction, supervision, appraisal and training.
People using the service told us that meetings had taken place where they had been asked to provide their views on the service. We found that the provider had an effective system to regularly assess and monitor the quality of service that people receive.