We considered all the evidence we had gathered under the outcomes we inspected.
We used the information to answer the five key questions we always ask;
' Is the service safe?
' Is the service effective?
' Is the service caring?
' Is the service responsive?
' Is the service well led?
This is a summary of what we found. The summary describes what we observed, the records we looked at and what people who used the service, their relatives and the staff told us.
Is the service safe -
Safeguarding procedures were robust and staff understood their roles and responsibilities in relation to safeguarding the people they support.
The people we spoke with told us they were confident the agency only employed people suitable to work with adults at risk and knew how to make a complaint and who to contact if they had a problem.
One person made the following comment 'The staff are absolutely brilliant and I have every confidence in their ability to provide my care and support." Another person said "I have built up a trusting relationship with my support worker and have never doubted their honesty and integrity."
Is the service effective -
People who used the service told us they were involved in planning their care and support and were pleased with the standard of care they received. They also told us both the manager and senior management team were all very approachable and they could contact them at any time if they had a problem.
We saw support plans were in place for all people who used the service and they were generated from the initial needs assessment. We looked at four support care plans and found they were person centred and provided staff with the information they needed to carry out their roles effectively and in people's best interest.
We saw support workers completed a comprehensive induction programme which took into account recognised standards within the care sector and was relevant to their workplace and their roles. In addition, records showed that following induction training all new staff shadowed an experienced member of staff until they were confident they were able to carry out their roles effectively and unsupervised.
Is the service caring -
People who used the service told us they were involved in the planning of their care and support and were pleased with the standard of care they received. They also told us the manager listened to them regarding how they wanted their care and support to be delivered and all the staff were kind, caring and conscientious.
One person said "I agreed the initial support plan with the agency and they have never failed to deliver what we agreed." Another person told us "I am very pleased with the service we receive; the staff are always pleasant and do everything I ask of them."
Is the service responsive -
People who used the service told us the initial assessment process was thorough and the manager had listened to them regarding how they wanted their care and support to be delivered. People also told us they were encouraged to ask questions during the initial assessment visit and this had helped them to make an informed decision about whether or not the agency could meet their needs.
One person told us the agency had a flexible approach to providing care and support and had provided care and support at very short notice to an elderly relative. Another person said "They agency will do all they can to help you through difficult times which I find very reassuring."
Is the service well led -
We saw there was a quality assurance monitoring system in place that was designed to continually monitor and identify shortfalls in the service and any non-compliance with the essential standards of quality and safety.
The head of care told us as part of the quality assurance process they carried out random spot checks on staff as they worked in people's homes. This was to make sure care and support was being delivered in line with their agreed care plan.
People who used the service and their relatives told us they had confidence in the manager and senior management team. They said they were approachable and were in contact with them on a regular basis. One person said "I would recommend the agency to anyone looking for a reliable and caring service."
The support workers we spoke with confirmed they were well supported by the management team and could contact them at any time if they had concerns. One support worker told us the communication between management and staff was very good and there was always a member of the management team available if they required help or assistance. This ensured the needs of people who used the service were met in line with their agreed support plan.