Following our inspection the provider sent us a report of the changes they had undertaken to improve complaints management. This included copies of a revised policy and procedure they had implemented. We found sufficient action had been taken for the service to demonstrate compliance with complaints management.
We saw each person had a plan of care which showed their likes and dislikes and how they liked to spend their time. Risks associated with people's care had been assessed. This included for example, risks associated with them accessing the community. Care workers we spoke with were knowledgeable of people's needs and people told us they were happy with their care workers.
We saw there were effective arrangements in place for the recruitment and selection of new staff. Care workers told us they had access to regular training including training linked to the needs of people.
Systems were in place to enable people to express their views about the service. We saw services were monitored regularly to make sure any concerns were identified and acted upon.
We found some improvements were needed in regards to complaints records to demonstrate complaints were being managed effectively.
People commented that they were included in planning their care and support. One person told us: 'We talk about these (plans of care) mostly when we first get them.' Staff told us that they always involved people in making decisions. One staff member told us: 'We talk with X to ask them what they want to do. They tend to have routines, sometimes day to day, sometimes spontaneous.'
We looked at two sets of care records, staff training records and some of the systems used to measure and develop the quality of care and service provided. We saw that people's care needs and risks associated with their care had been clearly documented. Staff we spoke with had a good knowledge of people's needs and management of risks to keep people safe from harm. Quality records seen demonstrated that people's views were regularly sought to help ensure they remained happy with the service they were receiving.
People told us they felt well supported by the staff team and were aware of the procedure for raising any concerns or complaints. We were told: 'I would talk to the manager or the office, l have the office number.'