27 March 2013
During a routine inspection
People using the service were satisfied with the care provided. Some had been in receipt of care for a number of years and felt the carers were kind and competent. However, there were also suggestions that people would like to feel more involved in their care.
We saw quality management processes including complaints, compliments and incident management. There was evidence that people who use the service knew how to raise issues if they needed to. There was documentation of complaints and incidents being reported and acted upon although implementation of the learning from events could be improved.
There were systems in place to ensure staff were recruited appropriately and that training was supported. Staff were satisfied with the training provided and had attended induction and ongoing development. Staff we met showed a good knowledge of the service and told us they enjoyed working for the provider.
People who use the service were generally very pleased with the care they received and felt they were treated with dignity and respect. One person told us 'without them I could not remain at home' and another said 'they are always so very helpful'. There were several comments suggesting that the carers were kind and made a positive contribution to their lives.