We asked the provider to take action to improve the service and provide evidence that this had been done. A review of the evidence provided on 28 March 2014 demonstrated that the required action had been taken and the necessary improvement had been achieved.
People had person centred care plans, which had been developed with them and those acting on their behalf. People told us they were happy with the 'excellent' care provided by the staff who were "very reliable'. One person said, 'I never worry because they always get here and I know they do their best not to let me down.' The relative of another person told us, 'They are so kind and patient in difficult circumstances.'
We found that some medication administration records had not been completed properly. This meant that the provider had not protected people against the risks associated with the unsafe management of medicines by means of appropriate recording.
The service had an effective recruitment and selection process which ensured people's health and welfare needs were met by staff who were suitably qualified and experienced. Staff we spoke with confirmed that they had completed a recognised induction and shadowing process before they were allowed to start work for the agency. We reviewed records which confirmed that staff had received appropriate training and regular supervisions.
The manager operated systems to regularly assess and monitor the quality of the service provided, which included an effective complaints procedure and frequent surveys of people and staff.
We found that people were involved in care planning and making decisions about their care. They told us that staff always 'did what they were asked.' People were given enough information to ensure they could make an informed choice about whether they wished to use the service or not. Care staff were described as 'always respectful and polite.' People had a detailed assessment and care plan. They told us that they were ''very, very, happy'' with the care they were given and that they were 'treated very well.' One person said ' the help is just wonderful and their visits brighten my day.' People, who used the service, told us that they always felt safe with the care staff and that they were very comfortable with them in their homes. The agency had quality assurance methods to make sure that they maintained and enhanced the quality of care they were providing. People told us that they were 'absolutely satisfied with the service.'