This review was conducted as concerns about the service had been raised to us and South Gloucestershire local authority.We met with the registered provider, who is also the registered manager. We spent two days at the office of Care Choice and during that time we spoke with other staff at the office, including the finance officer, the office manager and an administrator. We also looked at records related to the care and welfare of people who use the service and the recruitment, training and supervision records of staff. We spoke with eight people who use the service. We also spoke to four home care assistants.
People told us they had a care plan and were consulted about their care needs. They said that the staff had the skills to meet their needs. Staff were described as 'all wonderful' by one person and 'quite friendly' by another. Some people told us that they had a late call and one person said told us there had been occasions in the past when carers had not turned up. Whilst some people told us that staff arrived and stayed the full length of time of the visit, one person said that 'timekeeping was not good'.
People told us that they were happy with the care they received one person said;'Staff are kindness itself'. They described named staff as 'wonderful', 'dependable' and 'caring'. Another person told us' I am very happy with the carers who visit me, they cannot be praised highly enough'.
We have been told about concerns and complaints raised with the organisation by people who receive services. One person also posted a message on our website told us of concerns they had. Information relating to these concerns were reviewed by us.
A member of staff who has had concerns in the past said they had spoken with the registered provider, they told us that they were reassured and the provider resolved issues. Another member of staff said they were concerned about staffing and rota issues. They said they felt the company had taken on too much work and did not have the staff to cover. They also said that rotas were given to staff with short notice. We asked a member of the office staff about this. The finance manager told us that staff did know their duties in advance, they told us that due to sickness and some staff shortages there had been some difficulties in cover during the Christmas period. We were told that the situation now was that staff rotas were sent out in advance to staff.