Archived: Help at Home (Syston)

Not all of the people that responded were complimentary about the service. The main issue people told us about was the carers arriving late and leaving early. They also told us about the lack of consistency of care offered by different staff and carers not being well trained. People also told us that it was important to them that they had care at regular times.

People confirmed that they had been involved in decisions about their care and that care workers had treated most of them with respect. We also found that people are contacted by the agency to ascertain their level of satisfaction of the service provided.

Care staff were also supervised on a regular basis. This took place in people's homes when care was being provided.

When we spoke with staff they were aware how to support people and this reflected the support plans we viewed at the offices. We saw staff were subject to a secure recruitment process prior to commencing their employment. We also saw that staff are thoroughly trained to enable them to support the wide variety of peoples needs, all of which points to ensuring peoples' safety. We also saw where there are occasional follow up telephone calls to people using the service or their relatives, again to ascertain staff are working appropriately.