We spoke with three people who used the service and three relatives. Generally people were happy with the service. People we spoke with said they were treated with dignity and respect and the staff were 'always polite'. People said they were involved in making decisions about their care. One person said 'staff always ask; Is it okay? Is there anything you need?' We looked at six people's files and saw records of regular care reviews involving people who used the service and their relatives. We spoke with four members of staff who said the care plans were up to date and they used these to identify what support a person required. Daily notes indicated that care was being delivered in line with the care plans.
The registered manager informed us that weekly rotas, stating who would be providing care and when, had been re-introduced after feedback from the annual survey. However, some people said they did not always receive a weekly rota. One person said 'I get things ready for when they come, if I don't get the list it's a problem'.
Staff we spoke with and records confirmed that regular training and supervision was provided. Training included safeguarding and staff we spoke with were able to describe their responsibilities with respect to identifying and reporting safeguarding concerns. There was a complaints policy which people were made aware of. We looked at two recent complaint investigations which had been investigated in line with the procedure.