Archived: Housing & Care 21 - North Tyneside

People and their relatives were happy with the service being provided. Their comments included, 'They're excellent.' 'They're very nice. If I want anything done, they will do it.' 'They're all pretty good. They know their jobs.' 'Mam likes them and trusts them. They have a bit talk to her.'

We found the provider worked in co-operation with other people, such as relatives and social services personnel, who were also involved with people's care. Relatives caring for people using the service told us communication worked well. For instance, one said, 'They let me know important information.'

Appropriate checks were undertaken before staff began work. People were complimentary about the staff. We found staff were appropriately qualified, skilled and experienced to meet people's needs. They were supported to deliver care safely and to an appropriate standard.

The provider had an effective system to identify, assess and manage risks to the health, safety and welfare of people who used the service.

We looked at four care plans, visited one person in their own home to see whether care was provided in line with their care plan and talked to other people who used the service by phone. During our visit, we observed care that was person-centred and provided in a way which promoted independence, choice and respect.

We talked to two care staff employed by the service and looked at three staff records. We also spoke with one of the managers of the service. We found that care staff understood the importance of providing a personalised service.