6 June 2014
During a routine inspection
Our aim is to speak to a representative proportion of people who use the service. The inspector visited the service, looked at records and talked with staff. We gathered information from people using the service by telephoning 21 people. We also received completed questionnaires from 37 people using the service, or their relatives.
Is the service safe?
People were treated with dignity and respect by the staff. Comments included, 'Staff are respectful and we have a laugh and a joke'; 'She (staff) makes you feel human and a bit like part of the family'; and 'The care staff treat my mother with the upmost respect and dignity'.
People told us they felt safe. Comments included, 'I'm safe with them. I feel confident in them'; and, 'I feel safe and they help if I get in a muddle'. Safeguarding procedures for adults were in place and staff understood how to safeguard the people they supported.
Recruitment procedures were safe and thorough and ensured that appropriate checks were carried out before staff worked independently in the community.
Is the service effective?
People were happy with the care that was delivered and said that their individual needs were met. Comments about the staff support that people received included, 'They do all things expected and more. They always ask me if there is anything else I need before they leave'; 'They have never given me reason to doubt their ability'; and 'Everything is done to a high standard'.
People and relatives said that they had been involved in writing plans of care and that they reflected people's current needs.
Staff had a good understanding of the people's care and support needs and knew people well.
Is the service caring?
People were supported by kind and attentive staff and were able to do things at their own pace without being rushed. Comments included, 'I'm completely involved in my care and listened to'; 'They (staff) don't take over'; and 'I am independent'. Staff are good at always standing back with things they know I can do for myself and helping me out when it is needed'.
People's preferences, interests and aspirations and diverse needs were recorded and care and support was provided in accordance with their wishes.
People using the service, their relatives and other professionals involved in the service completed an annual satisfaction survey. Action had been taken to address any shortfalls or concerns identified.
When speaking with staff it was clear that they genuinely cared for the people they supported.
Is the service responsive?
People's needs had been assessed before they received care in their own homes. This included all aspects of their health and social care needs.
People said that they were regularly asked for their views and that their comments were listened to and acted on. People told us, 'I'm completely involved in my care and listened to'; 'They (staff) don't take over'; and 'I am independent'. Staff are good at always standing back with things they know I can do for myself and helping me out when it is needed'.
Is the service well led?
Staff had a good understanding of the ethos of the service and said that they were proud to work for the organisation.
People were telephoned regularly to ask for their views and also completed a customer satisfaction survey. The results of the surveys were that people were very satisfied with the service that they received. Comments included, 'I would like to compliment staff for their professionalism'; 'Staff are always pleasant to talk to and do a great job'; 'My complaints have been listened to eventually'; 'I would definitely recommend the company to my family and friends'; and 'Safe hands is true to its name. I feel I am in safe hands with my usual carers'.
The service had a quality assurance system in place which was under further development to ensure that any shortfalls in the service were identified and addressed.