7, 9, 10, 13 January 2014
During a routine inspection
People and their representatives were involved in the planning of care. One person said, 'I've always felt involved.' People told us that staff treated them with dignity and respect.
People's care needs were assessed and care was delivered as planned. People spoke positively about the care they received from the staff. One person said, 'Everyone knows exactly what they are here to do.'
We looked at the handling of medicines in the service. We found that there was a policy and guidance to ensure people had the medicines they were prescribed, but that these were not always followed.
Staff told us they had the training and support necessary to do their jobs effectively. They told us they felt supported by management and colleagues to do their jobs.
The provider had a system in place to monitor and assess the quality of the service that people received. However, this system was not always effective.
The provider had an effective procedure for managing complaints. People told us that they knew how to complain. One person told us, 'they sort things out very quickly. They are very good.'
Staff records were kept accurately and care plans were written in a person centred way, but there were gaps and inaccuracies in six care records that we looked at.