Archived: The Old Police Station

Another person who we visited said that the carers always do things in the way that she asks them to. She confirmed that a senior member of staff had visited her to check whether everything was to her satisfaction.

Following a monitoring visit by Halton Council, the contracts officer recorded:

'Full consultation at Service User initial assessments, Care Plans and Risk Assessments.

Very person centred and outcome focused Care Plans

Service Users wishes for time of call are taken into consideration as far as possible.

Quality Assurance checks are carried out after two weeks of commencement of service and then quarterly.

Service Users views are fed into quarterly staff meetings.

The people we visited were all very satisfied with the service and did not think it could be improved in any way.'

The Halton Council monitoring visit report also commented on:

'Sympathetic approach respecting pride and dignity and endeavouring to preserve it'

Providing very good quality personalised care from committed staff.

Office based Seniors can provide a responsive service to prevent missed calls.

Service is committed to recognising and understanding and maintaining Service User's dignity and rights. This is evident throughout practice.

Considering holistic care (Ensuring Service Users have health screening)

Documentation is robust and person centred.'

One of the people we visited has support from staff with preparing her breakfast and lunch. She said that she always chooses her own meals and the carers make sure that she has drinks and snacks available before they leave.

The first person we spoke with said that she has been receiving care at home since December 2010. She has no complaints at all, everyone has been very good. She has a regular carer Monday to Friday then different people at weekend but all are good and are courteous. She would complain if she felt it necessary.

The second person we visited has received care from the agency for several years. She likes all the staff and they have always been kind to her but she told the people at the office that she doesn't want male carers to visit and this has been respected.

The wife of the third person we visited said that she has had no problems with any of the staff and they are very good with her husband. If she had any problem with a carer she would prefer to deal with it herself but if necessary she would tell someone at the office.

With regard to safeguarding, the Halton Borough Council monitoring report states:

'Management team and Seniors have undertaken basic awareness (trained to train) and referrers

All staff have undertaken training and this is refreshed at 12 months.- Training and ongoing evaluation process evidenced as Good practice.'

One of the people we spoke with said that on some days staff put in her eye drops and they always wash their hands before doing this.

One of the people we visited said that sometimes a new member of staff comes with an experienced carer to provide the care for her husband. She hears the experienced carer explaining how the care should be given. She said that the carers are all 'like family'.

Two files in the office contain complaints and compliments. Recent compliments by phone included:

'a lovely girl and she is a credit to Just Care'

'Mrs B is made up with all the staff'

Comments received by Halton Council from people who use the service included:

Good team, great care staff'

'Brilliant carers'

'Couldn't have asked for nicer carers'

The people we spoke with confirmed that they are contacted regularly by senior staff to check whether they are satisfied with the service provided. They were aware of how to make a complaint but had not felt the need to do so.