We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.We visited three people in their own home as part of this review and spoke with them and their relatives about their experiences of the support they have received. We spoke with senior staff at the time of our visit to the office and to other care workers during the inspection process.
We spoke with sixteen people who received a service from this agency or their relatives over the telephone. Most people said they were satisfied with the service they received. One person was concerned about the amount of time their relative, who needed encouragement to eat, was given to support this. We passed this information back to the provider to look into. Most people thought their care workers understood their needs and promoted their wellbeing and independence.
We were told, "A very kind lady comes regularly to help me wash and dress. At first she called me Mrs xxx, but when we got to know each other, I told her what to call me."
Another person said, "They [care workers] all look at the care plan and check if anything has changed," and, "They're very obliging, the carer's are willing to alter their routines if asked, I'm well taken care of."