8, 11 April 2014
During a routine inspection
On the first day of our inspection we visited the agency and on the second day, we contacted people who use the service and staff, by telephone.
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people who use the service, their relatives, the staff and management supporting them and from looking at records.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People told us they felt safe and trusted the staff who came to support them. Safeguarding policies and procedures we reviewed were robust and staff we spoke with understood how to safeguard the people they supported.
People who use the service told us they felt their rights and dignity were respected.
Systems were in place to make sure that managers and staff learn from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.
Staff knew how to help people to remain safe. Risk to people was reduced to a minimum. People who use the service also had choice and control of their lives and how their support was planned.
Appropriate training arrangements were in place. The training was continuously monitored making sure staff had their skills and knowledge updated at the right time. Staff had right skills and experience to ensure people's needs were always met.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in planning their own care and support. If there were any specific needs identified, this was followed up and noted in the care plan. People told us they had a care plan with their up to date needs and support identified. For example, one person we spoke with said: 'Oh yes, I was involved and talked about things to make sure it is up to date.'
The agency made sure staff were trained appropriately and were able to meet people's individual needs in a timely manner.
People we spoke with were complimentary about the care they received. They said the staff respected their privacy and wishes, they made comments such as: 'Yes, they allow me to do things and do not take over', 'Staff are polite and respectful' and 'They sat with me to go through everything in the plan'.
Is the service caring?
We spoke with people who use the service about their staff. The feedback they gave us was positive including, 'Staff talk to my family member and make them laugh" and "Yes, staff follow instructions and inform us if they were late". We spoke with staff who were able to tell us how they cared for the people who use the service. People told us they completed some surveys or spoke to the management on the phone, or in person, to give feedback about the service they received. People told us their preferences were acted upon.
Is the service responsive?
People told us they knew how to make a complaint or raise an issue with staff and managers. They knew how to contact the provider if they needed help or advice. We looked at investigations carried out in regards to issues or complaints raised. We saw actions and investigations were carried out. No complaints were open at the time of our inspection.
Is the service well-led?
The provider had a quality assurance system in place. Records we looked at showed the service had processes to identify problems and procedures to act on any concerns identified.
Staff we spoke with told us they were clear about their role and responsibilities. They told us they were supported in their job which helped to make sure people who use the service received care and support of good quality.