6 February 2014
During a routine inspection
People said that staff respected their or their relatives privacy and dignity, involved them in their care and treatment plans and helped them to maintain their independence.
People said that staff met their or their relatives' individual needs, and carried out the support tasks contained in their plan of care as well as providing companionship. One person told us, 'We have confidence that Mum is being well looked after'.
The agency did not have clear written guidance setting out how staff should report any concerns about a person's well-being, but staff demonstrated that they knew the correct action to take. People said that they felt safe when they or their relative were being supported by the agency. One person told us, 'He is in safe hands. He is very fortunate'.
People said that staff had the right skills and staff had received training in key areas in relation to their role.
The agency manager kept in regular contact with people who used the service and their relatives, to ensure that people were receiving the level of care that they needed.