14 February 2013
During a routine inspection
We spoke with three people and five relatives who used the service. We also spoke with five members of staff and the registered manager who had the responsibility of overseeing the service.
The majority of people we spoke with who used the service provided positive feedback regarding their experience of the service provided. Comments included 'staff respect decisions and listen to you',' they take the stress out of care and I don't need to worry'. Some people we spoke with had expressed concerns regarding the timeliness of calls made to them.
We viewed four care plans. Needs were established before the person used the service. We found that the care plans were detailed and specific to the individual's needs and preferences.
Where risks were identified we found that the agency did not carry out robust risk assessments of the needs of people. The provider did not take proper steps to ensure that each person is protected against the risks of receiving care or treatment that is inappropriate or unsafe.
Staff were knowledgeable about the people they supported and they understood the aspects of the safeguarding processes that were available to them.
We found that the provider had systems in place to deal with complaints, including providing people who used the service with information about that system.