6 June 2013
During a routine inspection
People's relatives told us they had been involved in planning how care would be provided. One person said, 'My relative and I were involved in planning their care and support and I have signed their care plan to say that we agree with it'. Another person said, 'Staff treat my relative with respect. They are sensitive to their privacy but keep a watch on them as required to keep them safe'.
Staff demonstrated that they had a good understanding of people's needs, knew people's routines and how they liked their service provided. We found the provider had reviewed the care people received since our last inspection and had taken action to ensure that it met their needs. People's plans of care contained detailed instruction to staff about when and how to provide people's care.
The provider had identified that they needed to improve the support they provided to staff to deliver care to an appropriate standard. We found evidence to demonstrate they had done this. Staff told us they felt supported by the provider. One person told us, 'Staff in the office listen to us and act upon what we say'.
We found that where there was a risk that the service would not be delivered safely the provider had quickly taken action to ensure people were safe. Following a complaint we saw evidence that they had begun to investigate possible system failures with the aim of improving the service.