Archived: Shrewsbury Home Care Services - Unit 1 Sweetlake Court

We saw that consent was obtained both written and verbally before people received care and support. People told us that they understood that they could change their mind at any time. Staff told us they sought verbal consent when visiting someone new or when a person's care plan changed.

We found that there were effective recruitment and selection processes in place and that all appropriate pre-employment checks were carried out.

Staff told us that they felt supported by their managers. We saw that staff had an induction programme which included 'skills for care' training and supervised visits. We found that staff had access to training which reflected the needs of people receiving the service.

We found that the provider took steps to gain feedback about the service it provided and acted upon it. People told us that they were asked to provide feedback on the quality of the care they received. We saw that lessons learnt from individual complaints and incidents were discussed at staff meetings.

We were told that people were involved and consulted in care delivery and reviews of progress. People told us how they required varying amounts of support. Some people said that staff supported them to maintain their independence and this was important to them. Some people needed more support and we were told that this was delivered effectively and sensitively.

Relatives told us how much they valued the support of the agency. One person said, 'I really would be lost without them'.

People who received a service said that staff always treated them with dignity and respect. Everyone said that staff did a good job and supported them in ways that they preferred. Staff were regularly described as 'friendly and flexible'.

We saw that people's support needs were assessed and plans had been developed to enable staff to offer consistent and agreed support.

People who received a service were protected because staff were confident to recognise and report abuse. We were told how people's lives had been improved as a result of staff speaking out.

We saw how the agency monitored and reviewed the service provided. Risks to people's health and welfare were assessed and reduced as far as possible. People who received a service were consulted and involved in the delivery of the service.