26 February 2014
During a routine inspection
People told us they were able to make decisions and choices about the way their care and support was delivered. People confirmed that they had been involved in decisions about their care and support before they started receiving a service, and that the service made regular checks that their care still met their needs.
People's needs and preferences were set out in their individual care records. The information provided staff with guidance about how to meet people's needs in the ways they preferred. People told us staff followed the guidance. One person told us 'they do things the way I like it'.
People told us that they liked the staff and that staff were kind, caring and respectful. Their comments included 'they need a medal for what they do, the best company out', 'they are most helpful, nice ladies' and '(carer) does everything very professionally'.
The provider had systems in place to monitor the quality of the service provided. These included systems for gaining the views of the people using it. People and relatives told us they were very satisfied with the service. Their comments included 'I don't know what I'd do without them', 'we have lovely carers, we were very lucky to find them' and 'I think we are having an absolutely first class service and it has been like that for some time'.
The service had systems for responding to complaints. People mostly told us they knew who to contact if they were not happy with anything, none had needed to raise a serious complaint and they said any minor concerns were addressed straight away.