10, 15 October 2013
During a routine inspection
People told us they were always treated in a respectful manner, and the staff knew them well and understood how to attend to their needs. Everyone we spoke with said that the staff explained what they were doing and involved them in decisions about their care, and in reviewing their care plans. One person said: 'the staff are excellent and very respectful', and another said: 'the agency are good at contacting us about any staff changes, and staff that support me can speak my first language which is helpful'. These comments were reflective of the comments we received from the majority of people we spoke with. People said they were given choices about how their care was delivered and that they felt safe and well cared for.
The staff understood how to keep people safe and understood their responsibilities for reporting concerns if necessary. The provider ensured that safe recruitment practices were adhered to in order to keep people safe. There was a system in place to effectively respond to people's concerns and complaints.