14 January 2013
During a routine inspection
People using the service or their relatives all told us that they had had an assessment of their needs before they started receiving support from the service.
The comments we received about the staff were variable. Some people told us that staff were kind, polite and courteous. One person told us that they thought the office arrangements were not very good and needed to be improved.
We found that the service had arrangements in place to protect people from harm and had the required recruitment vetting practices in place to protect people from harm as far as was reasonably practicable.
People and their relatives said they felt the staff at the office were helpful if they asked for any changes to their care package. They also said they would have no qualms about raising any concerns they had about the service provided.
We found that the service had an effective complaints procedure. We talked to the senior managers during our inspection about the need for improved standards of managing records as we found that the management and maintenance of records was below the standard expected.