We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care.We used telephone interviews with people who use the service and to their main carers (a relative) to gain views about the service. We spoke with senior staff at the office and also spoke with five care workers over the telephone.
During this inspection we spoke with 11 people who use the service or their relatives over the telephone.
Relatives commented that they, 'have peace of mind' and 'felt very secure' with the support the care workers gave people. People said they felt all the staff were competent in their work and had been appropriately trained. They gave examples where staff demonstrated their training and understanding in promoting people's dignity, such as telling people what they were doing when supporting them with personal care, and also engaging people in conversation during the visit.
People who use the service told us that they had a team of up to five care workers who worked on a rotational basis to provide support to them. The manager told us this was to ensure continuity of care for people.
People we spoke with said they felt the care workers and office staff listened to them and took action regarding any concerns they had. People told us that 'everything we asked for they have done', 'the office staff are so helpful and responsive, I can contact them day or night if I need to'.