4 July 2012
During a routine inspection
The inspection team was led by a CQC inspector joined by an Expert by Experience, who has experience of using or caring for someone who uses this type of service.
We spoke with the manager, senior staff and two care workers at the time of our visit to the office and also spoke with two care workers over the telephone.
We telephoned 15 people to discuss the care they were receiving from the agency and visited four people in their homes.
People who used the service spoke positively about the staff and felt that they were fully supported with their care needs. People said that all the staff were polite and respected their privacy and dignity.
People spoken with told us that their care was personalised to their needs and said that staff always asked what they would like to be called. They said they did this when they arrived for the first visit.
People were aware of their care plans and confirmed they and sometimes their family read the daily notes. They said that they were given lots of information when their care first started and someone from the office had visited them to discuss their care and what they needed to be done.
People told us that they thought the majority of the staff were trained well and knew what they were doing. However some of the less established staff lacked experience.
People said they were happy with the service they received, but did make comments that carers travelling time (in between different people they were supporting), sometimes affected the timing of their visits. They also said that at times they did not know who was covering their calls when their regular care worker was absent.