Archived: 5 Bilberry Gardens

We spoke with two people who used the service and a staff member. People we spoke with told us that they had been involved in planning their care and were able to makes changes and raise concerns or issues. One person we spoke with told us 'they are a godsend. They always act in a professional manner and give me so much support'.

Staff told us that they followed care plans which they felt contained adequate information. During our last inspection we found that sections of some care plans had not been reviewed in the past year which could have impacted on the care and support people received. During this visit we found that all care plans had been reviewed and updated.

Appropriate recruitment checks were carried out and recorded. New staff completed an induction and attended core training. One person we spoke with told us that they had been involved in interviewing for their own staff.

Appropriate systems were in place for the safe handling of medication.

There was an effective complaints system. Comments and complaints were listened to and acted on.

The provider had an effective system in place to regularly assess and monitor the quality of service people received.

The people we spoke with told us that care staff were usually on time and always stayed for the right amount of time. They told us that if there were any changes to the care provided then the registered manager would telephone or Email and up date them. One person told us that 'there would be a big void in my life if they no longer provided my care'. Another person told us that New Support Solutions was efficient and well organised.

Staff told us that they followed care plans which they felt contained adequate information. We found that sections of some care plans had not been reviewed in the past year which could impact on the care and support people received.

The registered manager and staff were aware of their responsibilities regarding protecting people from abuse. People we spoke with had confidence in the care and support provided. They told us that they knew how to raise a complaint and would feel listened to and that actions would be taken. The provider had processes in place to ensure that people were assisted and cared for by trained staff.