5 February 2014
During a routine inspection
We spoke to seven people who used the service. One person said about staff "They used to come around and sit and talk to us. Staff X is nice." Another said "There have been changes in staff and there are different agreements about what they can and can't do. Staff are friendly, Staff Y is the best." People told us that staff would knock and get permission to come in before entering their homes.
We found although the provider had a procedure in place for the recording of incidents which had taken place this was not always being followed and thus people's safety and well-being were not always being protected.
The registered manager told us that they worked with various agencies including the local authority, district nurses, GPs, occupational therapists, palliative care teams and people's families
We saw evidence that the provider had an effective recruitment procedure in place, which included an application process and interview assessment and a number of checks.
People who spoke with us knew how to raise a complaint. We were told a complaint or concern would be raised with the manager. One person also told us that they could complete a complaint form if they needed to raise a more formal complaint.