Staff recruitment procedures were robust and staff were available in sufficient numbers and were experienced and knowledgeable, ensuring that they provided appropriate support to people using the service.
We found the management of medicines to be safe and appropriate to people's needs.
The quality of the service was being monitored and systems were in place to manage risks to people's health, welfare and safety.
People and their relatives said their needs had been well assessed and safely met by the service. They said when needs changed, either temporarily or permanently, the service adapted to them. People said staff were properly trained and did their jobs well. People felt safe with staff and confident to report any concerns they had. We were told people were confident the agency would listen to any concerns and act appropriately.
People said they were treated with privacy, dignity and respect. Most people said they felt the most important part of the care provided was having just a small number of different carers. They felt this provided consistency of care and staff got to know people well. The organisation checked how it was providing care and monitored the service for quality and safety.
We saw that staff maintained records well and clear guidelines were in place.
Communication between the agency and external health professionals was good. The agency works well with other providers.
There was a consistency within the teams, which enabled people to build relationships with the care staff.
Systems were in place to safely recruit, induct, train and supervise members of staff.
Quality assurance systems were in place. However there was no audit trail to ensure positive outcomes for the people they support.
People can raise concerns or make complaints and be confident that they will be listened to and their complaint investigated to their satisfaction.