We spoke with six people and two relatives of people who used the service. The people we spoke with told us they were happy with the care provided and felt the carers understood their needs. People said they were involved in making choices and decisions in relation to their care. One person said; 'I'm involved in my care. They listen to me.' Another person told us; 'I can change things.' People made the following comments about the staff:'They are very considerate.'
'I've a good rapport with them. They are lovely.'
'They're very nice.'
'They know what to do. They are polite and respectful.'
'They're lovely.'
'They're very helpful.'
Through speaking with both people who used the service and staff, we found no evidence to suggest that people's needs had not been met. However people's needs were not always reflected in the care records. We found that people's personal records were not accurate or fit for purpose.
We looked at three staff records. In two of the records there was no documentation to show proof of the staff members' identity. The provider told us this information was securely destroyed after six months. We found that one member of staff had not had a Disclosure and Barring Service (previously known as a Criminal Records Bureau) check in place prior to working with people who used the service.
The people we spoke with were aware the provider had a complaints policy in place and knew how to make a complaint if they needed to.