An adult social care inspector carried out this inspection. The focus of the inspection was to answer five key questions; is the service safe, effective, caring, responsive and well-led? As part of this inspection we spoke with one person who uses the service and the relatives of two people who use the service. We spoke with the registered manager, a representative of the provider and three staff. We also reviewed records which included two care plans, daily care records, staff training records and other records relating to the management of the service.
Below is a summary of what we found. The summary describes what people and the staff told us, what we observed and the records we looked at.
Is the service safe?
People told us they would approach the agency or care staff if they were worried about their safety or worried about the services provided and felt they would be listened to.
People's care plans detailed how the person wanted their needs to be met. Risk assessments identified risks associated with personal and specific care and support needs, and recorded guidance for staff to minimise those risks.
Staff knew how to report any concerns they had about the care and welfare of people and to protect people from abuse. Staff we spoke with confirmed they were given enough time on each call to meet the person's needs to a good standard. They felt they were provided with training that enabled them to do their job safely and effectively.
Is the service effective?
People's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. People we spoke with told us staff always turned up when they should and stayed the correct length of time. Comments from people we spoke with included: 'I look forward to them coming and they stay the proper time'. A relative of a person who uses the service said: 'The same staff are used, we know them all now and mum feels safe'.
Is the service caring?
People we spoke with felt the staff always respected their privacy and dignity. One person said: 'They are very kind and do everything with a smile'.
People experienced care and support that was planned and delivered in a way that was intended to ensure people's safety and welfare. People were complimentary about the care staff and felt they had the skills needed when providing care and support.
Is the service responsive?
The people we spoke with knew what to do and who to talk to if they had any concerns. All felt any concerns would be listened to and acted upon. One comment from a relative of a person who uses the services was: "The complaint procedure to me is no more than a phone call to the manager who is very responsive'.
Is the service well-led
The provider had a system to regularly assess and monitor the quality of service that people received. People who use the service, their representatives and staff were asked for their views about their care and support and they were acted on. Comments from people about the service included: 'We are very happy with the services provided'.