23 July 2014
During a routine inspection
Is the service safe?
Is the service effective?
Is the service caring?
Is the service responsive?
Is the service well led?
Below is a summary of what we found. The summary describes what people who used the service and staff told us, and what we found from the records we looked at. If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
People's health, safety and welfare were protected in how the service was provided. People got the support they needed and risks to people's safety were managed.
Policies and procedures were in place to prevent abuse and to deal effectively with any allegations of abuse.
The manager was aware of their responsibilities to support people who may lack the capacity to make decisions and to ensure decisions were made in people's best interests.
The manager was also able to demonstrate that staff had been recruited appropriately and that all required pre- employment checks had been obtained before staff started working for the agency.
Is the service effective?
Care was planned and delivered in line with people's assessed needs. People received the care and support they required to meet their needs and maintain their health and welfare. One of the people who used the service gave us good feedback about the care and support they received and they described their support as 'Excellent.'
Staff were able to tell us how they ensured people were listened to and supported to make decisions about their care and support. Staff told us they knew the needs of the person they supported well.
People's care plans reflected their individual needs, wishes and choices. This indicated to us that people were being listened to and care was being provided in line with people's wishes.
Staff had been provided with the training they needed to support people effectively and safely.
Is the service caring?
One of the people who used the service told us that the member of staff who supported them was 'Excellent' and that they could not fault the support they received or improve it.
Staff were clear about their roles and responsibilities to protect people's welfare and to respect people's privacy and dignity.
Is the service responsive?
One of the people who used the service told us they made all decisions about the care and support they received and how and when it was provided. They also told us the support they received was flexible and always fitted in with what they needed.
People's care and support was reviewed on a regular basis to ensure they received the right care and support that met their needs.
Is the service well-led?
The service was managed in a way that ensured people's health, safety and welfare were protected. For example, care was delivered in line with people's assessed needs and risks to people's safety were assessed and managed.
Effective systems were in place for assessing and monitoring the quality of the service and these included providing surveys to people who used the service.
One of the people who used the service gave us good feedback about the quality of the service. They told us they would not hesitate to approach the manager if they had any concerns or complaints. They felt confident they would be listened to and that action would be taken to resolve any issues.