During our inspection on 30 September 2013, we found that improvements had been made to people's records and that staff had improved the accuracy of the records they kept on a daily basis. The provider was monitoring both people's care records and medication records on a monthly basis, to ensure that the improvements continued.
We noted from the eight care files we looked at, that people were offered support at a level which encouraged independence and ensured their individual needs were met.
Although records showed people were encouraged to express their views and were involved in planning their care, they were insufficient to ensure people were protected from the risks of unsafe care.
People told us the staff were friendly and courteous in their approach, and were knowledgeable and confident in their roles. Staff records showed that appropriate training and recruitment checks were conducted before staff were actively employed.
The provider welcomed suggestions from people to improve the service they provided, and people said they felt able to approach the staff or manager to discuss anything. They were confident that swift action would be taken to resolve any issues they had.
Peoples' needs were assessed and care and treatment was planned and delivered in line with their individual care plan. The people we spoke with said they had received an assessment of their needs when they started using the service and this had been updated to reflect any changes to their health or circumstances. They told us that staff displayed a good understanding of their needs and how to meet them.
People said they felt they were eating and drinking adequately and that they were provided with what they wanted or needed at the appropriate time in relation to food, drink and medication. They said they had all the equipment they needed and staff knew how to use it correctly.
The people we spoke with told us they felt safe being cared for by staff from Carewatch (Luton). They said the staff were respectful and appeared qualified and experienced to carry out their roles. They said they felt the standard of care provided was very good.
People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. The people we spoke with told us that the managers at the service were very approachable. They said they had no concerns but would feel comfortable raising them if they did have. They told us they were able to provide feedback on their care and treatment either directly to care managers visiting their homes, over the telephone, or by completing questionnaires provided by the service.
One person summarised the general feeling of the people we spoke with by saying: 'They're very pleasant and I have no problems with them'. Another person we spoke with said: 'They provide an excellent service. They have quickly responded to my requirements and are very impressive in taking care of my needs'.