30 October 2012
During a routine inspection
People told us that they received the care and support they required to meet their needs. This was said to be delivered by staff who were 'kind, skilled and respectful.'
We looked at systems for the safe handling of medicines, including staff training, procedures that staff followed, and records maintained. These ensured that safe practice was followed.
Staff told us that they were well trained and supported to complete their jobs. However, we found that there was not a system in place that ensured staff received regular training and updates on areas key to the delivery of care.
We looked at the systems and processes the agency had in place to respond to complaints and to monitor the quality of the service. These processes ensured complaints could be raised and resolved to people's satisfaction. Systems to monitor the quality of the service had not been fully established.