13 July 2012
During a routine inspection
We spoke with one relative. They told us they and their relative were kept informed and had been involved in a review of the care. They said staff showed respect and ensured their relative's dignity was maintained. However, they told us their wishes had not been respected when they had requested a change. They said they felt listened to, 'On some things yes. On others no.' They told us their relative was well cared for. However, they told us their relative was not receiving a visit at a regular time. They said they had seen a copy of the care plan and it was up-to-date.
However, other evidence did not support this. We saw that a care plan had recently been updated. However, the information in the document was not clear. We also
saw that a risk assessment and a care plan included different information about the equipment to be used and the support to be provided for one person. We saw two examples where information about a person's health was different in two care documents.
People using the service told us they felt safe and their belongings and finances were protected. However, one person told us that not all staff were always following the agreed plan of care. They said they would report any concerns to the manager. A relative told us their relative was safe and had not been harmed, but said their relative felt insecure with one staff member because of the way they were providing support.
Two people using the service told us staff were well trained and good at their jobs. One person told us staff were, 'Brilliant, wonderful. I couldn't ask for better.' However, the third person told us that a small number of staff had not been well trained and needed more training. A relative told us staff were well trained and good at their jobs, but mentioned there was one staff member who was not doing what other staff were doing when providing support. We raised this with a manager on the day and they agreed to investigate.
One person using the service told us they had received feedback forms. Two people did not recall receiving feedback forms and did not know about meetings to offer feedback on the service. One person told us they had made a complaint, but had not received a satisfactory response. A relative told us they had received a feedback form. They also told us the organisation had not responded appropriately when they had complained about the service. We raised this with a manager on the day and they agreed to investigate.