29 March and 13 April 2011
During a routine inspection
People who use the service told us they are involved in the decisions about their care and treatment. People said they have their views and preferences taken into account in the way the service is provided and delivered. We spoke to one person who needed support with showering and bathing we were told care staff do this without rushing and knew how to use the moving and handling equipment in the bathroom. People who use the service had been provided with written information about the agency including copies of their assessments and care plans.
People we spoke to said they were happy with the care and support they receive they told us,
'The carers are all very good, they know what to do', and
'I can't speak highly enough of the service the ladies give me'.
'I get a copy of my care calls every week with the scheduled time and the name of the carer who is calling'.
'There is plenty of time in the hour each morning to do everything without rushing me, the evening is 30 minutes and it takes the full half hour to do what I need.'
People told us they usually made their own healthcare appointments, but if they asked care staff would do this for them.
Clients and staff told us they would have no hesitation reporting poor practice to the manager or staff in the office.
People who use the service said they can continue to manage their own medication if they are able to do this safely. One person told us, 'I look after my own tablets but carers do ask me if I've taken them'.
People are provided with support in their own homes so we did not talk to people about the safety and suitability of their own premises.
People we spoke to said they are asked for their views and opinions by telephone and at reviews and had recently completed a satisfaction questionnaire.
People we spoke said they had been provided with a copy of the complaints procedure and would have no hesitation raising concerns with the management team.