2 August 2013
During a routine inspection
Many of the people who used the service told us that they were very satisfied with their care. There had been recent improvements to care planning. This meant that the service was able to demonstrate how they provided the day-to-day care people told us they received.
Systems to include and involve people with decision making had improved. We found that the right people had been involved in making decisions about care and support.
Some people told us that communication about changes in care workers could be better. Staff also commented that lack of travel time between calls meant they had no option but to be late to look after people. We saw the management of the service had already taken steps to improve these issues.
People told us that they felt safe. One person said, "I completely trust my carers. They are wonderful." We saw the agency had improved their systems to protect people and report allegations of abuse.
We found that the provider had improved their systems for assessing and monitoring the quality of service provided. We saw that better training and development opportunities had been introduced for staff. Additional personnel had also been recruited to organise and manage the service. This demonstrated how the organisation learned from feedback.