Archived: Pattom Limited

We spoke to people that use the service and their relatives which showed us that people were being treated with dignity and respect and people's independence was encouraged. Family members we spoke with told us they felt that their relatives were very well cared for and that they were involved in making decisions about their relative's care and treatment through regular review meetings.

Discussions with staff, relatives and people that use the service showed us that people were able to make their own choices about what support they received and activities they took part in. People told us that staff were very good at their jobs and very reliable when delivering support.

Staff that we spoke with felt very valued and supported and said that supervision and training provided was great and that they often received positive feedback from their manager about their work. Staff records that we looked at confirmed this. We saw staff training records this showed us that staff were qualified and competent to look after people.

During our visit we saw that people's records were accurate and stored securely in locked filing cabinets within the office.

The agency monitored quality assurance through gathering feedback from people that use the service, relatives and their staff.

We found that care plans were reviewed on a regular basis and information was clearly documented.

We found that people spoke positively about the agency, with comments such as "I have regular carers each week, and they are all friendly and accommodating." "We have always found the carers very good and helpful." And "All the staff that had visited had provided an exceptional level of service that had been a huge support."

We found that the agency had obtained suitable information from people to provide effective levels of care to meet their assessed needs. The support plans were detailed and informative.

There was a policy and process in place for ensuring that staff were trained, supervised and had yearly appraisal. We saw for example that staff were trained in administering medication and that staff had also undertaken medication administration competency assessments.

Comments and complaints people made were responded to appropriately.