Archived: At Home in the Community

Some of the people who used the service had complex needs and were unable to tell us about their experiences. We carried out an observation of care delivery to help us understand their experiences of the care they received. During our observations we found people appeared calm and happy. Staff were polite, patient and treated people in a respectful way.

We saw people were treated with respect and they were involved in all decisions with regard to their daily living needs. Information was made available to people in various formats appropriate to each person's communication needs.

Staff we spoke with said it was a good organisation to work for and there were excellent training opportunities. One person said: "Training is on-going. There are loads of opportunities."

Staff said they were well supported to do their job. They all said they thought communication was effective and they were kept informed of people's care and support needs.

We saw the provider had systems in place to gather feedback from people, who used the service, and to regularly assess and monitor the quality of service people received.