3 October 2012
During a routine inspection
People said that staff ask what they wished to be called which they said was nice. Comments included 'Staff are friendly and make me feel at ease', 'The staff treat me well and I am totally comfortable with them'.
People told us that the timing of calls was prearranged and if they wanted to make changes they could do so by contacting the office or talking to the care workers. One person told us that they had requested a call later in the evening. However this had not yet happened as staff were not currently available to make later calls. Another person said they had been able to change the times of home visits and said 'They are good like that. They will always try to oblige if they have the staff available.'
People told us that they or their designated person was involved in discussion and decisions about their future care and support needs. They said they felt as if their wishes had been listened to and acted upon. They said their individual needs were catered for.
People said that information had been recorded in a care file and this was used to produce a plan of care and risk assessment to ensure the care and support provided was appropriate to need.
Everyone we spoke with said they had a care folder with all the details of their
assessment's and care needs. Comments from people included "I was asked to tell them exactly what I wanted ", "I felt I was listened to", "Staff are good, they sometimes come a little bit late but I do understand.'
People said that they felt safe in their home and they did not feel in any way threatened or concerned when the care workers were around.
One person said that they had raised a concern about the time of the evening call and staff had acted upon this issue.
Everyone spoken with knew how to contact the agency office and would do so if something happened that they were not happy about.
People felt supported by the care staff. They felt that staff met their individual needs and knew what they were doing.