12 December 2011
During a routine inspection
They said that they were asked lots of questions about their past history, medical conditions, the medicines that they took and how they would like to be cared for.
People told us they were very happy with the staff and said they did a very good job. They said they were flexible and did their best to make sure people received the care they need.
People said that they had regular staff who knew them and new staff were introduced when necessary. They said the service was reliable and the staff were kind and caring. Overall people said carers arrived on time and stayed for the duration of the call.
People told us that at times communication between the staff visiting them could be improved. They said that when this was raised with the office, action was taken to address the issue.
One person said: "I am a very independent person and the staff have a good balance of when I need help. They know when to help me and when to encourage me to do things for myself. They also make sure I receive my privacy and treat me with respect".
Staff told us that sometimes when they phone the office messages were not followed up and felt that communication could be improved. The manager was aware of this issue and told us that there had been changes in the office structure and systems were being put in place to address this issue.