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Inspection report

Date of Inspection: 25 November 2013
Date of Publication: 4 January 2014
Inspection Report published 04 January 2014 PDF

Overview

Inspection carried out on 25 November 2013

During a routine inspection

People and their relatives were mostly positive about their experience of the service provided. One person�s relative said, �I can�t praise the staff enough. They are really knowledgeable about my son and meet his needs and more.� Another said, �We have a good, open relationship with managers and carers. You can speak freely with them and they always listen to you and deal with things quickly.�

Up to date, individual care plans were in place for people who used the service which addressed their care and support needs and protected them from risks. We saw evidence of regular reviews of support provided and assessed risks in people�s care records and people and their relatives we spoke with confirmed this.

The service worked in partnership with other providers to ensure people's health, safety and welfare needs were met.

People who used the service and their relatives said they felt safe and secure in the presence of the staff who supported them. People in supported living told us that they could call staff at any time if they needed support and could also speak to the manager if they needed to. Relatives of people being supported in their own home, told us the managers and staff at the office were readily accessible if they needed to raise any issues.

New staff received an induction, training and support for their role. Staff received regular refresher training to update key skills and knowledge and were supported to undertake further professional development. There were appropriate systems for supervising and appraising staff.

There were systems in place to monitor the quality of the service provided. People who used the service gave regular informal feedback and there was an annual satisfaction survey to enable them to comment formally on service quality and delivery. The service had systems to manage and review incidents and complaints.