Archived: Farisean

The care plans we saw were regularly reviewed and updated with the people to ensure they reflected the type of care people wished to receive. This demonstrated a level of consent to care.

We spoke to one person who told us that they had been involved in their care plan and that the staff 'always ask what I want to do and how they can help me'.

We looked at four care plans and we saw there was evidence that the people who used the service had their needs fully assessed by the agency. We were told that the assessment would be used by the provider to be sure that the agency could meet people's needs and expectations. We were told by staff that people who used the agency were supported to be part of this assessment process so they had a say about what type of service they wanted.

Care and treatment was planned and delivered in a way that ensured people's safety and welfare.

People who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

Policies and procedures for protecting people from abuse, including staff training, meant that people were protected from the risk of abuse and harm. The managers were aware of how to report concerns and who to report to. Staff had had training in how to recognise and respond to possible abuse.

We spoke to six members of staff during our visit who were attending a training day at the office. They told us that there was always enough staff on shift to meet people's needs; they told us that at all times there is a qualified person who had appropriate training to enable them to work with the people who used the service.

The review of the QA demonstrated that the provider had not completed formal QA checks for some considerable time. The most recent QA questionnaire that had been completed by the people who used the service was dated May 2012. The staff team had not been asked to provide feedback on the service since September 2009 and the professional questionnaire was last distributed in October 2010.

People were supported to maintain their independence and to be involved in planning their care where possible. People told us the staff were kind and helpful.

The people we spoke with told us they received care which met their needs. One person told us, 'I feel the staff look after me well.' The staff told us people's health and recreational needs were met.

The arrangements for medicines were safe and people received support to take their tablets prescribed by their doctor to maintain their health.

We found there were enough staff to meet people's needs effectively.

Complaints, concerns and comments were responded to and staff attempted to resolve these to the satisfaction of the person concerned.