Archived: L & A Care Agency Limited

The provider had appropriate systems in place to ensure that people's consent to care was considered and recorded. People and their relatives told us they were involved in their care and staff always asked their consent before any care was provided. One person said, 'They always ask me if I want their help and explain what they are doing. They give me a bit of help with things I can't do and leave me to do the little things I can mainly do for myself such as wash my own face.'

People told us they were happy with the care they received and that staff treated them with respect. Records showed that people's needs were assessed and planned to ensure that the care people received was safe and met their needs. Risk assessments had been reviewed and updated. One person said, 'It's a very good service, I have had the same girls for a long time. They are really kind to me.'

We saw the organisations policy on medication. People received their medicines as prescribed by their doctor to ensure their health needs were met.

Staff were supported and trained in their roles and ensured staff had the skills and knowledge to meet people's needs safely. One staff member said, 'We have a lot of training and have things such as safeguarding, medicines and first aid every year, our managers are really good.'

Complaints were investigated and responded to so that people felt valued and listened to. One person told us, 'I have never had any complaints at all but would speak to the manager if I did. I would just ring them up.'

People had individualised care plans that they had agreed to so staff had the information to care for people safely.

Staff told us they received a range of training so that they had up to date knowledge and skills in order to support the people receiving a service.

The provider had clear procedures in place to identify and respond to suspicions of abuse to ensure people were protected against abuse.

The provider had systems in place to monitor the quality of the service provided. Improvements were made by listening to the views of people using the service, and taking the appropriate actions if improvements were required. This meant the provider monitored the service provided to ensure people using the service received care that met their needs.