3 October 2011
During a routine inspection
Staff were said to treat people well and with respect. One person said, 'I am treated excellently. I couldn't speak more highly of the staff.' Another person said that the care routines are arranged at suitable and agreed times and that the agency is flexible so that arrangements can be amended. The following comment was made, 'I can ring the agency any time to make changes.' Carers were also said to generally attend appointments on time and two people commented on the benefits of having a consistent carer.
People said that they had agreed to the care and support they receive. People said that they had received a copy of a care plan or document outlining the arrangements for their care, with the exception of one person who said they had not received such a document.
People said that they feel safe with the agency's staff and one person said, 'I feel very safe. They are very honest and don't touch anything.'
We were told that a survey form is given to people so that they can give their views on the service. People also said that they felt they could call the agency to ask for any changes or if they had concerns. The following comments were made: 'I can suggest anything I need,' and 'They are approachable and easy to talk to.'