We carried out telephone interviews with six people who used the service, or their family member, following our inspection.They told us staff were respectful towards them and comments included 'Yes, lovely people' and 'They treat me very well.'
People told us that, in the main, staff did what it said in their care plan. One relative said 'Yes, they do over and above what is in the care plan.' Whilst the feedback we received was all positive, looking at the care records at the agency we noted that some care reviews were overdue, and there were some shortfalls on record keeping that the manager said was being addressed.
People confirmed that they felt safe in the hands of care staff, and they told us that staff appeared to be well trained for the work they were doing. One person added 'They are very, very good.'
Those people who had assistance with their medication were pleased with how this was working, though when we reviewed the medication arrangements we noted some minor shortfalls.
On the overall quality of the service, one person's relative told us they had been using the service for a number of years, after several other agencies had been tried first. They were pleased with the care provided by this agency and described the overall quality as 'Excellent.' Others said they were 'Quite happy with the quality of the service, and with the care staff.'
Most of the people we spoke with knew how to make a complaint but had not had to make one.