7 August 2014
During a routine inspection
This is a summary of what people told us and what we found.
Is the service safe?
People told us they felt safe and comfortable when they were with their care workers. They were satisfied the care workers were trained and prepared to deliver care safely. One person said their care workers 'would find out quickly if I wasn't happy.' People were confident any concerns or complaints would be dealt with properly.
We found the service had systems in place to ensure people were protected from the risk of abuse. The service responded appropriately to allegations or suspicions of abuse.
The service carried out the necessary employment checks before staff started work and there was a robust recruitment process in place.
Is the service effective?
People told us that they were satisfied with the care and support they received. One person said, 'If I didn't have them, I wouldn't be able stay in my home'.
We found people's care and support were based on individual assessments and personalised support plans. A system was in place to ensure care and support were delivered according to people's plans. Risk assessments were in place to maintain people's safety and welfare.
Is the service caring?
People who used the service told us they got on well with their care workers and had a good relationship with them. One person said they were like 'very good friends'. People said they were involved in decisions about their care and support, and their care workers behaved appropriately.
Staff we spoke with were motivated to provide high quality care. They had a thorough knowledge of people's needs and how they preferred to have their care delivered. Care workers respected people's dignity and privacy.
Is the service responsive?
People told us they had been involved in their own assessments and support planning, and that their views and preferences were taken into account. They told us staff listened and responded to their views and wishes about their care. People were satisfied the care they received met their needs. They were confident the service would deal with any complaint if they needed to make one.
We found the service responded appropriately to complaints, incidents and accidents.
Is the service well-led?
Staff told us they were supported to deliver high quality care. They said there was an open culture in which they were able to raise concerns and make suggestions.
Systems were in place to regularly assess and monitor the quality of service provided. Where these systems had identified issues, action plans were carried out to resolve them. Risks were assessed and appropriate action plans were in place. There were processes in place to record, review and learn from incidents, accidents and complaints.