17 October 2013
During a routine inspection
We saw evidence of thorough assessments of need and support planning. The support plans identified what people could do for themselves and parts of the task or activity where support was needed. We saw that behavioural guidelines and protocols identified things that might upset a person and how they should be helped. This meant that care staff were provided with the necessary information to be able to avoid or diffuse potentially difficult situations where people may have become upset or exhibited challenging behaviours.
Staff spoken with during the inspection were all well motivated and dedicated. Staff said that they enjoyed their jobs and felt well supported by the agency's management. Staff said that they were always able to contact a more senior member of staff if they required advice or support.
The agency had effective systems in place to monitor the quality of the service offered. These included regular audits and satisfaction questionnaires.