Archived: One to One Plus South

People we spoke with were aware of the changes and told us that they were kept in the loop by the management. We found that people using the service were treated with respect and staff were promoting people's dignity when caring for them. We saw evidence of people's involvement in their support plan. We found that the support plan was comprehensive and person centred reflecting each person social, emotional and physical needs. Staff were conversant with people's needs and ensured that people were receiving the level of service that they had contracted for. This was confirmed by the people we spoke with and their families.

We found that there were systems in place to ensure the safe management of medicines. We noted that the provider had a thorough recruitment procedure in place, a good training program and staff were suitable and competent to carry out their duty. We noted that the provider had their own auditing tools in place, seeking feedback from the people using the service in various ways as well as from Commissioners. People we spoke with had a number of praised for the service, they told us how well their family were supported and how much progress that had made during the years.

People told us that they were "happy" with the care and support they received from the provider. We found that the provider used a range of communication tools to help people identify their needs and plan their care and support. A relative we spoke with told us "I never could have imagined that they could be so well looked after".

We found that the provider had appropriate arrangements in place to protect people from abuse and people told us they felt "safe" with the provider's staff. We found the provider carried out appropriate checks to ensure their staff were suitable and competent to carry out their role with people. A person told us they were involved in the selection process for their support worker and said "they make me happy".

People told us they could talk to the staff and the manager if they were unhappy with their care and treatment. We found that the provider had an effective system in place to deal with people's complaints and comments and that this was made available in accessible formats to meet people's communication needs.