Archived: Thistleton Lodge

People received support that met their needs. The provider undertook comprehensive assessments of people's needs and involved them and families in drawing up appropriate plans of support. A person we spoke with told us; "I'm very satisfied...It's a very good service with very good carers...They're very professional and know what they're doing."

The provider employed a sufficient number of suitably qualified staff to provide the support people needed. People commented they usually received support from the same carer(s) and were informed if ever staff would be late to a call.

Information was available to demonstrate systems were in place to assess and monitor the quality of service provision on a regular basis.

We found the provider had implemented a suitable complaints policy and made people aware of how to make a complaint. People felt able to approach the service manager to raise any issues.

The care plans were person centred and included life histories of the people using the service. People's preferences had been taken into account when the plan of care was agreed. One person we spoke with told us,'If I choose to stay in bed when I feel unwell they ( the carers) make me comfortable'.

People who use the service that we spoke with told us they were treated well and staff were very kind. One person told us, ''I am confident that staff have been trained properly. They are all excellent'.

We reviewed the recruitment records of five staff and found that they had been recruited using an effective procedure. This included all of the appropriate checks to ensure that the person being employed was of good character.

People we spoke with told us they had no complaints about the service but would be happy to raise their concerns directly with the managers or provider. One person told us, "I would just tell the manager if something was wrong".