21 May 2013
During an inspection looking at part of the service
People told us that the carers are very good but they would like more consistency so they know exactly who will be coming and when. One person told us that they had seven different carers over an 11 day period. Some people told us that when a carer is going to be late no one from the office contacts them to let them know. They have to phone up to find out if someone is coming. The timing of calls being too late or too early was also an issue for some people. Two relatives told us they found one of the team leaders rude and unhelpful.
Some staff told us that they felt supported by their care colleagues, but work schedules were problematic at times. All of the staff we spoke with told us they enjoyed their job.
We found there was no registered manager at this service and there was a lack of leadership and support. A lot of the documentation was out of date and the organisations policies and procedures had not been followed.