11 February 2014
During a routine inspection
People were involved in making decisions about the care and support they needed. They told us staff sought consent before they were helped. People's needs were assessed and support plans detailed how they wanted to be supported. Everyone we spoke with knew what was written in their support plan. One person said, 'We go through this [support plan] every so often.' When we asked another person for their views about the service they said, 'It's a really good service. They [staff] come in the morning and then in the evening so that I can start the dinner with their help.'
People told us that staff were kind and they felt safe. Staff had received safeguarding training and understood the types of concern that may present a risk to the vulnerable people they supported. Staff received regular training to keep their knowledge and practice up to date. Staff were well supported that helped to ensure people who used the service had their needs met reliably.
The provider has effective systems in place to assess and monitor the quality of service people received. People's views were sought through reviews of their care needs and satisfaction surveys. People were made aware of how to make a complaint and were confident that any concerns raised would be addressed.