25 April 2013
During a routine inspection
People told us that the care they received was of a good standard and that in the main staff arrived on time. One person felt frustrated that staff were sometimes later, but went on to say they knew delays happened, which were out of the staff's control.
The agency had clear systems in place for supporting people with medication and staff were trained in the safe handling of medicines. People told us their medication was well organised, usually in a blister pack, and that staff from the agency reminded them to take their medication when it was due.
All staff told us that they thought morale was high. Staff also said, "The manager is very approachable and works hard to make sure staff and clients are happy." The agency had robust systems in place to recruit staff properly, making sure staff were suitable to work with people in their own homes by carrying out pre employment checks.
There was an effective complaints system available. Comments and complaints people made were responded to appropriately. People told us they would have no hesitation in raising complaints with the manager or any of the agency staff.