Two relatives who spoke on behalf of people who used the service were positive about the service. One relative said, "The two managers came out and assessed my relative and we all agreed what was to be done. We are more than satisfied".
We found that staff had been trained and provided with clear instructions on the action to be taken in the event of a medical or other foreseeable emergency.
We found that people's needs had not been thoroughly assessed and that care plans were not being managed safely and effectively. However, both people that we spoke with told us that they were happy with the care that was provided for them. One person told us, 'They look after me very well'. The other person said, 'I am very happy with the service. I can't fault them'.
We saw that guidance regarding safeguarding people from abuse was available to staff and that they had received training. When asked if they felt safe with staff one person we spoke with said, 'I know if there was anything wrong they would take care of me'.
The staff recruitment process was found to be thorough and we noted that the skills and experience of potential staff were tested in interview to assess their suitability to carry out the role.
We found that there were effective procedures in place to monitor standards of care provided, also, that the service responded appropriately to feedback. Comments seen on the most recent feedback forms included; 'I have had several helpers who have all been very reliable and cheerful'.
We saw that there was an effective complaints system in place and that people were informed regarding making complaints and comments about the service.