24 February 2011
During a routine inspection
All people visited felt the agency treated them respectfully. One person said 'They treat me with respect. They know what they are doing. There is nothing they could do better. We can have a joke.'
Another person said 'There are no problems. They are the absolute tops.'
People who receive services from the agency told us they received 'excellent care'.
We were told by a relative 'They are really very, very good. They will do anything. They say 'Is there anything else we can do for you.'
People said that they received their care from the same small team of carers who arrive on time on most occasions. We heard how care had been maintained through the winter weather. 'They were brilliant. Never let us down. One walked here wearing a hat with tassels. I will never forget seeing those tassels coming up the drive.'
People receiving services from CL Lifestyles told us they felt safe with the care they received. One person told us 'If there are any concerns I could talk to any of them. (The manager) will always come at short notice to sort out anything. 'Another person said 'They go the extra mile if I am on my own.'
People told us that staff members wore appropriate and protective clothing when providing care. One person told us 'They have everything they want. They understand what they have to do.'
People knew about the staff who cared for them. One person said 'They have just taken on a new one. The new carer is brilliant. (The manager) makes sure they are alright before they are on their own.'
People who use the agency told us they usually have the same team of staff care for them each visit. One person told us 'They look after us as needed. They never rush.' Another person said 'They all know me now. They all know what they are doing.'
Some people required two members of staff for each visit because they had to use a hoist. People told us that staff were usually always on time. One person said 'the manager will ring if they are ever held up' One person said that in an emergency the manager 'will be here herself.'
People receiving services from the agency told us they complete mini surveys on a regular basis. They also said they are asked about their care during reviews and visits from the manager.