We inspected the agency office and spoke on the telephone with people who used the agency and their advocates. We found that people were able to express their views and had been involved in making decisions about their care and treatment.We found that care and treatment had been planned and delivered in a way that met with the essential standards. We talked with several people about their experience of the care and service they received from the agency. They were complimentary about the care and support they had received from the agency. People told us the agency was 'excellent really good', 'very flexible, helpful, and understanding', 'very good indeed all the girls are very friendly. They cooperate very well indeed'. People said, 'they are really nice girls. They get you up with a smile'. People told us the agency was 'exemplary. They are so caring. The agency is wonderful and so efficient'.
We found that people experienced care, treatment and support that met their needs and protected their rights.
We found that people who used the agency were protected from the risk of abuse. People told us that they felt safe whilst receiving care from the agency and they were aware of how to complain.
People and their advocates told us that they received a good standard of care from the staff who worked for the agency. They told us the staff were 'very pleasant and efficient. They have obviously been trained in how to speak to people'. 'They are lovely girls, I love them to bits. They put you at your ease as they are so efficient and kind. They empathise with you'.
We found that staff received appropriate induction and training. We found that staff received supervision, although not on a regular basis, and were encouraged and supported to undertake further training to increase their skills and knowledge.
People who used the agency were asked for their views about the care and treatment provided. People we spoke with had been asked to contribute to the annual satisfaction survey. All of the people we spoke with knew how to raise concerns. Overall, we found that the provider had an effective system in place to regularly assess and monitor the quality of service that people received.
Although the agency was providing a good standard of care, the written records needed more detail about people's care needs and any identified risks. Written records are important because they help to make sure that people get consistent care which meets their assessed needs.