9 October 2013
During a routine inspection
People told us they were satisfied with the service. They said staff usually arrived on time, and undertook all the care tasks expected of them. They told us they knew who was coming to their home and staff knew what their needs were. A typical comment was, 'We're very happy with the service."
Staff told us they felt well supported by the office team. They told us they were given good information about each person's needs before they visited them in their home.
We looked at the way the service managed complaints. We were satisfied the service handled the small number of formal complaints well. People told us the manager was approachable and any small issues were resolved quickly.
We looked at care records. We were not satisfied care planning and risk assessment records provided staff with sufficient information to help staff work with people safely and effectively.
We looked at how the service safeguarded people. People told us they felt safe with staff from New Hope.