Archived: I SAY Supported Living Services

We found that people spoke highly of the care and support received from the agency. People's comments included, 'The staff are always very punctual, always on time. They tell us each week who is coming. This is the best agency we have come across.' And 'Thank you so much for being there and supporting me, I am very grateful.'

We saw that the agency had reliable processes to ensure that people agreed with their support plans and received the care and support that they needed.

We found that people were appropriately supported with health care management and with medical appointments.

The agency had suitable procedures in place for people who needed prompting or assisting with their medication.

We saw that staff showed care and concern for people they were supporting; and staff were appropriately trained and experienced to deliver the care and support needed.

The agency ensured that people were able to access the complaints procedure; and followed up any concerns and complaints appropriately.

During the visit we spent time in the office reading documentation, and visited two people receiving support with their agreement. One of these was at her place of work; and one was in her own home. We also talked with three staff as well as with the manager. The service was currently providing support for 15 people.

We found that the service was committed to providing personalised support for each person with their own team of staff. The people that we talked with spoke very positively about the service with comments such as 'The staff cannot do enough for me'; 'The manager is always on the end of a phone if I need her'; 'We have good fun together'; and 'The staff always ask if I want help with any extra things before they go.'

We saw that support plans were individually tailored to each person's needs, and were reliably updated and maintained.

We looked at staff recruitment procedures, and found that these were carried out appropriately.

The service obtained people's views on a day by day basis via their support staff; and retained people's comments on cards, letters, and concerns and suggestions forms.