There were suitable arrangements to ensure that people were safeguarded against the risk of abuse. There were sufficient staff to enable people who used the service to receive safe and effective care in accordance with their needs.
There was a system in place for the service's management team to undertake spot checks of staff to ensure that the person and their family was satisfied with the care. We saw positive feedback about the care provided from the hospitals where staff were placed. Managers sought feedback from the client that commissioned the service.
There were systems in place to ensure that suitable staff were recruited. Staff received training and information prior to employment and annually that enabled them to meet people's needs. This included an understanding of consent, infection control and emergency procedures. Staff in hospital placements were required to follow the hospital policies and procedures. When working in people's homes risk assessments were undertaken. Care was planned so that people's needs were met.
There were complaints systems in place. Staff reviewed comments and complaints both from the commissioners of the service, individuals and from the hospitals where staff were placed. We saw that if there were complaints the required actions had been undertaken.
There is a system in place for the agency's management team to undertake spot checks of a nurse or healthcare assistant at the place where care is provided to ensure that the patient and family are satisfied with the care. We saw positive feedback about the care provided from families and patients, as well as from the clients who commission the service for people.