29, 30 May 2013
During a routine inspection
People's needs were assessed and care was planned and delivered in line with their individual plan. One person told us, "I couldn't speak highly enough of them. The carers are wonderful." Another person commented, "In hindsight I am really glad that I accepted the help, they have been a godsend."
The provider had detailed policies in relation to infection control and hand hygiene. People who used the service told us that staff always wore gloves and aprons when they delivered care.
People's care records contained a summary of their current medication and an assessment in relation to the support they required with medicines. Staff had undertaken training in the safe handling of medicines and we saw copies of up to date certificates in their files.
People who used the service told us that generally they got support from a small group of staff. We concluded all shifts were covered by the service and there were enough staff to meet people's needs.
The service had a written complaints procedure that detailed the process to be followed in the event of a complaint. This indicated complaints should be documented, investigated and responded to within a set timescale. One person said, "I did have one issue, but I told X about it when she came to check and it's been dealt with."