14 November 2012
During a routine inspection
All people reported that the care delivered by the agency was very good and met their needs. They confirmed that they were involved with their care planning right from the time they started to use the agency and their care was continuously reviewed with their involvement. Most people told us that they felt respected by staff and staff were usually on time and they had a regular staff member who provided their care. When their regular staff went on holiday or were unavailable, the people we spoke with said the agency always contacted them to check if it was acceptable to send someone else.
We viewed summarised feedback from a user satisfaction survey which showed that most people using the agency were happy with the support and care they received from staff.
People told us that they knew how to make a complaint and said that they felt able to raise any concerns that they had. There were no complaints recorded for the service.
We found that there were appropriate systems in place to protect people from harm. Staff were able to explain the different types of abuse and their roles in safeguarding people.
There were good systems in place to deal with the recruitment and training of staff and staff were provided with appropriate training to enable them to carry out their job.
You can see our judgements on the front page of this report.