The Care Quality Commission

Archived: Plan Care Victoria

85 Buckingham Palace Road, London, SW1W 0QJ (020) 7821 1944

Provided and run by:
Taylor Gordon & Co. Limited

All Inspections

30 July 2012

During a routine inspection

We spoke with people who use the service and looked at feedback questionnaires that had been completed between January and April 2012. People told us that they were happy with the service provided by Plan Care. Everyone we spoke with told us that carers treated them well and with respect. One person told us that they "couldn't ask for more". People we spoke with knew how to report concerns and felt confident that the provider would respond appropriately. Feedback questionnaires completed by people who use the service indicated that respondents were happy with the services they received.

19 July 2012

During a routine inspection

People who use the service and relatives mainly made positive comments about the service in the quality questionnaires that the agency sent to them. We did not speak directly to them. The agency was in the process of contacting people who use the service who had said they were not completely happy with the service, to find ways of improving their level of satisfaction.

People who use the service and their families generally feel respected, safe and are involved in daily decision-making about the care they receive. They said that, on the whole, agency staff are approachable, listen to their views, act on them and treat them with respec, although this can from person to person.

Some commented that the agency are in regular contact, sometimes visit them, always ask them what they need and they feel they are getting the service they want. They said it is regularly reviewed, updated and delivered on time.

They found staff generally friendly, competent and prepared to adapt their working practices to provide a good quality of service.

They are also aware of how to make a complaint and whom to.