We spoke with three people who used the service and their relatives. We also spoke with three staff and reviewed five people's files. All the people we spoke with told us that they were involved in their care and staff had treated them with respect and dignity. One person said staff 'helped me with everything I needed'. We noted that people's care plans were reviewed regularly and people were involved in decisions about how they wished to be treated. We noted that care plans were regularly reviewed. However, we found out that information in people's files was not easy for staff to access. People felt staff were trained and knew what they were doing. The staff we spoke with told us they had training and supervision. This indicated that people who used the service were supported by staff who had appropriate training and support.
All the people we spoke with felt they were 'safe' with the staff and staff were 'trustworthy'. We noted that staff had attended safeguarding training and knew how to record and report any incidents of abuse.
The agency had a range of different auditing systems to ensure people's views regarding the quality of the service were sought. Survey questionnaires had been prepared by the agency and completed by people who used the service. The provider was yet to develop an action plan that would address any issues and would help improve the quality of the service.