31 January 2014
During a routine inspection
One relative told us ' this is the first agency who absolutely understands what we are trying to do with X. I have never felt I could leave X before but I trust them (the staff) implicitly. The continuity of care is there, very gradual introduction and you know you are always going to get someone who understands'.
Another relative told us ' they are very flexible - they recently responded at very short notice when I was very ill. They always stick to the same two or three people (staff) and make sure everything is done in the right way which is really necessary for X.'
A member of staff we spoke with told us how they try to incorporate choice into everyday activities, ' I always offer choice about everyday personal care, like which soap to use, check if X is happy with the choice of clothes for example'.
We found that care plans were sufficiently detailed and up to date so that staff were given clear guidance about effective and safe ways of working. People were safeguarded by the overall approach and the service ensured staff were trained. The service involved families closely.