During our inspection we visited the office and looked at records relating to care provided in people's homes. We spoke with three people who used the service, two managers and three care staff. People told us they were happy with the support they received. Comments included, "It's a good service; I am really happy with the care" and "I am satisfied with the standard of service". Carers were described as 'thoughtful', 'respectful' and 'caring'. Care staff told us they 'enjoyed' working for the service.
We found people were involved in an initial assessment of their needs and the care and support they needed was based on this. However, we found there were not always sufficient instructions about how people's care and support should be provided. This meant staff may not know how to look after people properly. We asked the provider to make improvements in this area.
People said they were told which staff should be arriving and considered staff were good with time keeping. However, people also told us they were not notified of any changes to their expected carer. Comments included, "I have a rota but they don't inform me of any changes and this happens quite often" and "I know most of the carers but I don't always get my usual carers". The manager said she would address this.
The office was safe, accessible and suitably equipped. Action had been taken to respond to any identified risks in people's homes which should improve safety.