Archived: West London - Ealing and Brent

The provider had taken reasonable steps to ensure those using the service were protected from infection. The provider was allocating staff effectively and care staff told us they had enough time and resources to manage their workload effectively.

We found that staff were supported and had received training that had enhanced their capabilities. One member of staff told us 'I really enjoy working for them'.

There were systems in place to monitor the quality of the care being provided to people using the service to ensure they were receiving good care and any areas for improvement were identified and addressed.

We looked at the complaints policy and process and found that, whilst there were very few complaints about the service, people felt empowered to raise concerns if they needed to. People who used the service told us they had confidence in the senior management team to resolve any issues quickly and effectively.

One person said "I am very satisfied with the service, without them I don't know what I would do" another said "I can't sing their praises high enough".

People told us the staff were "caring, committed and very helpful".

People said there was always someone to contact if they had a problem and the management were very approachable.

Effective recruitment procedures were in place to ensure that staff were fit and able and showed staff were adequately trained to care for people. One member of staff told us, 'We are always encouraged to do more training'.

An effective complaints procedure was in place. People told us they knew who to contact if they had a complaint but had never needed to do so.