Archived: Nestor Primecare Services Limited t/a New Horizons

People's care records were person centred and provided clear guidance to staff about how to deliver their care and support in the way they wanted it. We observed that staff treated people with respect and promoted their independence.

Staff we spoke with told us that they felt supported by managers and had the training they needed to do the job.

People who were on medication, received their medicines on time and in a safe way.

People who used the service were asked for their views about the quality of the service they received.

People were happy with the service being provided saying that the care staff were, "...very good." One person said, "The managers are excellent and I can easily talk to them." Both family members said they appreciated having the list of which care staff would be attending to their relative in advance so they could discuss it with their relative. People were aware that they had regular reviews of their care and they, or their relative, had been involved.

The training provided was updated and care staff agreed. One family member said, " The care staff (in this agency) are better trained than some we have had."

None of those who used the service or their families could remember whether there had been a questionnaire or other method of assessing and monitoring the service, but acknowledged there may have been.