10 January 2014
During a routine inspection
Following our visit to the office, we contacted people who used the service and relatives by telephone for their views, and this represented 20 per cent of the total number of people who used the service.
People told us they received information about the service prior to receiving care, and that this included how the service was provided and how to make a complaint. Comments included, 'I tell them (care workers) what I want them to do and they do it.' And, 'They (care workers) do everything I want them to.'
The provider had safeguarding policies and procedures in place and people told us they felt care workers provided safe care and support.
We found care workers received relevant training and support to enable them to carry out their duties. People we spoke with told us they felt care workers had the right mix of skills and knowledge. One person commented that it took new care workers a little time to 'learn the ropes' and hence continuity was important.
We saw the provider had internal quality, monitoring and audit systems in place. We saw the complaints procedure and the compliments received in the last 12 months.