Archived: Stroud - head office

Decisions made about the support provided not only benefitted the person who was cared for but also the carer. Consent in respect of service delivery arrangements was therefore generally provided by the carers however where possible, the agreement of the cared for person was obtained.

We spoke with five carers who received a support service from the agency. They told us 'The service is very reliable', 'I am very satisfied with the help we get', 'I do not consider that we are getting a service. They (named carer support worker) is a friend of ours now and we would not manage without her' and 'I get the help I need to carry on. I get the help I expect and the agency can be very flexible if I need to change arrangements'.

The carers and people who were cared for were protected from the risk of infection because appropriate guidance was followed.

Effective recruitment and selection processes for new staff were followed and ensured that people were looked after by staff who had the appropriate qualities and skills.

The agency had not received any formal complaints in 2013. There was a formal complaints procedure if people who used the service needed to raise complaints and we saw evidence that previous complaints had been handled correctly.

People (main carers) who used Stroud Crossroads Care were given appropriate information regarding the care and support they were provided with. People we spoke with told us that they were involved in making decisions about their care and support.

People told us that they had been given a copy of their care plan and a weekly timetable of support and received the same care support worker each week or the same group of care support workers were allocated.

People we spoke with said 'I have every confidence in the carer', 'the carer is very kind and gentle and has the patience of a saint' and 'my relative can be very cantankerous but the carer takes everything in her stride'.

People who we spoke with told us 'the manager always listens to what I have to say', "I completed a survey form last year. I said everything was working well because it is" and "the office ring us up and ask how things are going. I have been asked for feedback about the carer and the service provided".