We telephoned seven people to gather their thoughts of the service being provided. Three were receiving direct care from the service and four were relatives of people receiving care. We were also able to talk to five support workers during our visit to the services' office.People told us that they were treated with respect and their care and support was provided in a dignified and friendly manner. One person explained, 'They are very casual and calm when they come, they wait for him to get up the stairs, they never rush him'. Another person told us, 'They help me with a shower, they make me feel at ease, which is good'.
We were told that on the whole, people felt safe with the support workers who supported them. One person told us, 'Sometimes they come when I'm out shopping, I wouldn't leave if he felt unsafe.' Another person explained, 'If he doesn't like what someone's doing he tells them to get out. He's never told a carer to get out.'
We were told that on the whole, people received regular support workers, though three people told us that they did not. One person explained, 'Sometimes we wish we had [regular carers]. We never know who's coming through the door'. Another person told us, 'They're not always regular, some are different but it doesn't bother us as they are all so nice and polite'. Other comments received included, 'I get a regular carer as a rule,' 'Yes I get regular ones, and they know what help I need'.
The majority of people we spoke with were satisfied with the care and support they received. One person told us, 'I am certainly very happy with Help at Home. It's an excellent service.' Another person explained, 'They are all very good, I am very happy with them'. One person told us that they weren't entirely satisfied with the service they received as the support workers did not always keep to time. We shared this information with the manager who assured us that this would be looked into.