9 February 2011
During a routine inspection
People who use the service told us that a representative from the agency had visited them and undertook an assessment of their needs, and from this information their care plans were produced. We were told that they were fully involved in this process. One person told us that a member of their family was also involved, which they were very happy about. They told us that they have been involved in making choices about the care and support they receive.
We were told by people who use the service that they felt very safe with the staff who attend to their assessed needs, and that staff are honest, and respect their privacy and dignity.
They told us that staff do not administer medication to them.
People who use the service told us that the staff who look after them are polite, honest and respectful. One person told us that they wished they had used the service a lot earlier, as the staff are extremely nice and helpful. People were complimentary about the staff who support them at their homes
They have been provided with information on how to make a complaint, but they have not had the need to make a complaint. They told us that they have regular contact with the manager, and that they can contact her at any time.
They told us that they have been provided with a twenty-four contact telephone number for the person who is on call, which is either the manager or the responsible person at the service, who they also know and have regular contact with.