5 November 2012
During a routine inspection
We found that people received calls at the time they were expected. People said that staff took their time and did not rush when delivering their care. One person told us 'Care staff are nice and very polite.' However, people who used the service told us that if care staff were going to be late they were not always told in advance.
People told us they usually had the same staff deliver their care who were knowledgeable and knew what they were doing. They told us the staff were very capable of looking after them or their relative. People we spoke with and their relatives said they were happy with the care staff and they were very nice.
People who used the service told us they had been given information about complaints or that they knew how to make a complaint. People and their relatives we spoke with told us they had never had to make a complaint and were happy with the care they received. We saw that complaints were taken seriously and any action taken following complaints had been documented.