The provider has appropriate systems and processes in place to assess the quality of care people receive. They conduct regular assessments of staff and comprehensively audit the quality of the service to ensure people receive the care they should.
We also found the provider understood the need for all staff to be properly trained and encouraged them to develop their professional skills and capabilities.
They said the care the agency provided was good and they got on well with the staff. One person told us, 'I get on well with my carer. She respects me and I respect her.' A relative said, 'The carers understand XXXX very well. They know what to do and how to help. They get on well with XXXX and they also get on well with our whole family.'
People felt safe using the agency and trusted the carers. They also knew what to do if they a complaint. One person said, 'If I wasn't happy with something I would speak to the carers about it. I would only contact the agency if it was something serious.' A relative told us, 'If I have any concerns the agency said to ring them but I haven't needed to do this.'
People liked the staff team. One person told us, 'The staff are absolutely brilliant. I have one regular carer and another who provides cover. They are both excellent.' A relative said, 'The carers are never late and always caring. I can't fault them.'
People told us the agency contacted them regularly to get their views on the service. One said, 'One of the managers comes out every few months to check everything's OK. I can say then if I'm not happy with anything but that's never been the case.' And a relative said, 'They come out and check on the care and they also send surveys to fill in.'