19, 21 August 2012
During a routine inspection
People told us they always had the same staff coming to their home. People explained to us how important this was for them as they liked to get to know the staff supporting them.
When we visited we also had the opportunity of watching staff practices as they supported people. We heard staff address people respectfully and explain to people the support they were providing. Staff were friendly and very polite and understood the support and communication needs of people in their care. Staff waited for people to make decisions about how they wanted their care to be provided.
People told us they never had a missed call and staff always stayed for the length of time they had agreed to in their care plan. Relatives also told us if their family member was unwell the staff would always contact them and stay with their family member to make sure they were safe. Everyone commented about how good communication was.
People told us they felt able to say if they were unhappy. They said 'If I was unhappy I've got the number.' Another person said 'the manager has always told me if I have any complaints to let her know. She knows I would tell her.' A relative told us they had made a complaint in the past and this was immediately addressed by the agency. One person told us 'Sue (the manager) comes and asks if I'm happy or not. It's not long since she has been out.'
Other comments from people included 'I'm very satisfied', 'The staff are brilliant', 'I couldn't recommend them more' and 'the staff know what to say and do.'