We were able to see that people had their needs assessed and the care was delivered in a safe, person-centred manner. Staff spoke confidently about the people they cared for and understood their roles to work alongside people to live as independently as possible in the community.
We found that all staff had received training in the management of medicines and medicines were given safely and as prescribed.
Due to the very complex and often challenging needs of the people who used the service we were unable to speak with them.
Therefore we spoke with the relatives of people who used the services, staff members working with people and other professionals who were involved in people's care.
Relatives confirmed that they felt their relatives were safe and supported by staff from the agency. They had no concerns about the ability of staff to respond to safeguarding concerns.
Staff were able to speak confidently about the care practices they delivered. They understood how they contributed to people's health and wellbeing.
People were made aware of the complaints system. This was provided in a format that met their needs and that they could understand.
A survey returned to the agency from a family member stated 'Communication with the staff members is always good'.