31 March 2011
During a routine inspection
Most people using the service told us that carers listened to what the people wanted and did as they were asked. They told us "We get the service we want". However, a person said "I told them I didn't want the carer and they sent them again"
Although people were involved in drawing up their plan of care they were not always notified of changes to the service provided e.g. the starting time for the visit or the carer that would be calling.
"Quite often they let me know. If it gets too late I ring them".
"It would be very helpful if the office could ring me if carers are going to be late" commented a person when completing a quality assurance questionnaire in 2010.
People using the service told us that members of staff explained what they wanted to do before providing care and carers were aware of the need to obtain consent before assisting with personal care. A person who used the service said "They never do anything that I haven't asked them to do".
People told us that they were aware of having a care plan and that the service provided took into account their preferences. Care plans were reviewed and updated on a regular basis so that the service provided continued to meet their needs.
"The first time they asked me about the care plan, what I wanted"
"They do reviews at least every year, probably every six months".
People said that carers made simple meals for them or helped to heat up a meal that had been delivered to the home. They also said that drinks were made during the visit and prepared for consumption after the carer left. Carers monitored and recorded food and fluid intake when there were concerns about a person's health. They told us "The regular carers are fantastic. When I was run down they were encouraging me to eat".
"When I was ill they brought me breakfast in bed".
Carers' visits were timed so that they could support other services in providing a comprehensive care package to people living in their own homes. People told us that "The nurses and carers work together".
Most people told us that they felt safe and comfortable with the people supporting them. If there had been problems with the conduct or manner of a carer people had been able to raise this with the agency and it was dealt with. They said that they were listened to and taken seriously.
"There was a problem but it was sorted out'I feel safe and comfortable".
When talking about the control of infection they told us that carers wore gloves and sometimes wore aprons. They told us that carers washed their hands although a person told us that they had made a complaint when they thought that a carer did not wash their hands before food preparation.
"They wear gloves when they do my eye drops".
"They wear special gloves as my husband has an allergy".
Although the support given to people using the service in respect of medication varied from reminding, prompting and administering the people we spoke with required little support. A relative confirmed that a reminder was given to a person to take their medication from a dosette box.
When we asked people about the competence of the carers providing a service they told us that
"They are brilliant support".
"Most of them are very good, caring, but there are others that are not so good".
"Generally they are professional. They are kind and caring and respectful".
When asked if carers were reliable, punctual and whether there was continuity in the service provided their opinions varied. Comments made by people using the service included
"Some weeks I get 5 or 6 different people. I have visits in the morning and evenings".
"They never miss me out".
"You have to be tolerant. When my husband was ill and taken to hospital the carers stayed for 2 hours".
"The carers know what needs to be done".
"They are always on time"
"Leaves a lot to be desired". This was a reference made to timekeeping.
People confirmed that they had opportunities to give feedback on the quality of the service provided and told us about telephone calls, review visits and quality assurance questionnaires. Recent survey results provided by the agency demonstrated that overall satisfaction levels were high.
"I am very happy with the staff as they are always helpful and have a smile".
"They always make me feel cheerful when they have been".
They knew who they could speak to if they had any concerns. If they had concerns they generally confirmed that they were listened to and that problems had been dealt with.
"They responded very promptly and informed me of what was happening".