People told us that the agency fully consulted and involved them about all areas of care needs. A relative of a person using the service told us, 'The staff ask us if anything else needs doing. It's whatever suits us, and we are always asked our opinions'.People were given information to help them understand the care and treatment options available to them. They and their relatives were fully involved in deciding how their care needs should be met. They were also supported to be as independent as possible and encouraged to be involved in the wider community.
People's needs had been properly assessed and their care had been appropriately planned. We were told that the care was good and that the staff were "good as gold". Care was delivered in ways that respected people's privacy and dignity and ensured their welfare was protected by staff.
The provider had taken appropriate steps to minimise any risks of abuse within the service. Staff had been trained in safeguarding vulnerable people. One close relative told us, 'My mother feels safe when the staff are in ' she loves them. I also feel safe, and I have 140% confidence in the staff'.
Staff had been given the training required by law, and had also been trained in meeting people's individual needs. All staff held National Vocational Qualifications (NVQ) in care. They were being properly supervised.
The provider had an effective system to regularly assess and to monitor the quality of service that people receive.