We spoke with 13 people who use the service and 12 relatives of people who use the service. We sent a questionnaire to 61 people who use the service and their relatives to ensure we had sufficient feedback on the service. We received a total of 11 responses to the questionnaire. These were from six people who use the service and five relatives. People were complimentary about the service, and praised the staff who supported them. One person said “I always feel better after their visit.” Ratings of the service through questionnaire responses noted nine people and their relatives felt care and support was good or excellent. The lowest score, from one relative and one person who uses the service, was satisfactory.
Four relatives told us they had some concerns about the number of changes in staff supporting people, particularly when providing support at weekends. One relative told us “There is too little staff stability. There is a constant coming and going of carers.” Four people who use the service told us they enjoyed the variety of staff supporting them.
Care plans reflected people’s wishes and preferences. They guided staff to support people safely and as they wished. One person told us “I like the independence we have.” A relative said “The staff are brilliant. I’m really happy: X is settled and content. They choose their own activities and have lots to do.” One support worker told us “We encourage people to be independent, and keep people mixing in society.”
People were involved in agreeing the level of care and support required. They chose who to involve in reviews of their care needs. Care plans reflected the current needs of the individual, assessed risks and documented agreed changes. One relative said “Staff interact well with people.”
People’s care plans included health action plans, and documented appointments attended and treatment provided. Staff liaised effectively to ensure people’s support and care needs were appropriately managed across a diverse range of health care providers. One relative told us “Staff worked above and beyond duty to support X when they were ill. They treat all the people really well, and never complain. I would give them the highest praise possible.”
Recruitment checks were undertaken. We found some of the information required in accordance with Schedule 3 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 was not available. We did not see explanations of gaps in employment history, but other requirements such as Disclosure and Barring Service checks and proof of identity were completed appropriately.
The provider sought feedback from people who use the service, their relatives and health providers to evaluate the standard of support provided. They created a continuous improvement plan from feedback and internal audits to ensure any concerns were addressed, and reviewed action plans to ensure improvement was achieved.