19 September 2013
During a routine inspection
Most people we spoke with told us they were satisfied with the service provided and felt the service was reliable and flexible. They also told us there was consistency of care staff with small groups of carers, who they knew, providing the care.
People we spoke with said that they had noticed an improvement in how the agency was run recently and had been pleased with the improvements to the service. However we were still told by a number of people that they had late calls and were not always informed about this. The agency was continuing to develop a more robust system to monitor and reduce the number of late calls.
We saw that there were effective recruitment and selection processes in place and that appropriate checks were undertaken before staff started work. These measures ensured only suitable people were employed to provide care and support for people in their own homes.
We found that people were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained, including care plans agreed by the person receiving care.