22 October 2012
During a routine inspection
People told us they felt involved in the planning of their care and were able to choose how they wanted care to be done. People told us that staff respected their privacy and dignity.
People said they felt safe with staff from the agency. One person commented, 'The staff treat me well'. Staff told us they had received training in keeping people safe. They demonstrated an understanding of the different forms of abuse and knew the procedure to follow if they suspected abuse.
People told us they liked that staff were kind and caring. One person said, 'The staff are brilliant and so professional.' Staff told us they had attended a range of training courses to equip them with the knowledge and skills to effectively carry out their duties.
People who used the service said they felt able to raise any issues or complaints they had with the staff. The service provided people with information at the assessment stage which gave details of how to use the complaint process. The provider had systems in place to log and respond to complaints and monitor trends.