8 August 2012
During a themed inspection looking at Domiciliary Care Services
We used postal surveys, telephone interviews and home visits to people who used the service and to their main carers (a relative or friends) to gain views about the service.
We were able to contact five people. People we spoke with made positive comments about the care and support they received from Creative Support Domiciliary Service.
People that we spoke with said that they understood the care and choices available to them and that they were involved in making decisions about the care and support they received.
They said staff provided them with lots of information about the services provided. They told us that the information provided enabled them to decide what support they wanted and this was then discussed with the project manager or team leader to decide the personalised services needed.
People said the care workers were reliable and supportive and very committed to proving a truly personalised service.
Comments included;
'Staff work with me to assist me to live a life of my choice'; 'I am respected by the staff for who I am and they treat me very well; 'I cannot praise the service enough, they have changed my life.'
People told us that a full support plan was written up within the first two weeks of the service commencing. Three people told us they had a plan with all the details of their assessments, planned interventions and goals. Comments from people included, 'Staff support me'. 'Staff do not just work for people, they work with them'. We were told that people felt able to express their views and make choices about their care and support, comments included "My life has changed for the better since Creative Support services began'; 'The staff have always been very helpful to me. I don't know what I would have done without their care and support'. 'Staff help me to make choices, I feel more positive about my life now'. 'Staff are resilient and stick with you no matter what'. 'Staff have been inspirational'. 'Staff are warm and responsive'; 'Staff have supported me and improved my outlook on life."
People said they felt safe with the care staff and one person said 'They are a good anchor to have in our lives' another said 'They support me and make me feel secure."
People we spoke with said they felt fully supported by the care staff.
Comments from people included "Staff are good to me and don't let me down', 'Staff are reliable and I know they respect me for who I am', "I feel that staff all work very hard and if I have any problems I feel my support worker will help me' ,"My support worker is very understanding and helpful', 'Staff are transparent and approachable', "They are a supportive team who are themselves supported by good managers'. 'This service enabled me to gain new skills and new interests. Staff have made me a functioning member of society'. " I take part in interviews for new staff and training forums. This service really does empower the people who use it."
Two people told us that they were delighted to be a part of Creative Support. They said that they felt valued by staff and were invited to attend meetings and interviews with staff and other service users. Comments included;"A transparent and approachable management style',"I feel happy that I am able to contribute to the smooth running of the service'. "I am able to live a life of my choice and manage risk wherever possible'. 'I have a handbook that gives information about complaints, suggestions and compliments. I have given them many compliments as they deserve them. My support worker goes the extra mile for me and I will never forget it."