Archived: Barnet Independent Living Agency

We spoke with four people who were mostly positive about the care they received. One person told us 'I am very happy with the service and the annual review is reassuring.' Another person commented 'They are responsive to our needs and try to help us as much as possible.' Two people suggested that the service could do more to support young people. One person said 'Sometimes it seems like the personal care assistant hasn't got much experience working with young people. There interests are so different that you need to think on their level and that doesn't always happen.'

We found that when responsibility for people's care was shared between different services, the provider worked co-operatively to ensure that people's needs were communicated effectively.

The provider had a clear complaints process in place and made sure that people who used the service understood how to raise concerns with appropriate staff. Complaints were fully investigated and people were informed of findings.

Records related to staff, people who used the service and management processes were accurate, fit for purpose and were stored safely for the required time periods. When records were no longer required, the service disposed of them securely.

Relatives told us staff treated people respectfully, for example, 'I'm absolutely delighted with their care and compassion.' Everyone we spoke with felt the agency enabled control of their care, for example, 'they listen to what we say.' Most people said they had regular contact from the management team about how they experienced the service, and that the manager was responsive to any matters they raised. We found that people's views and experiences were taken into account in how the service was provided to them.

We found there were effective recruitment checks of new care workers before they provided care or support to people. Most people spoke positively about the care workers supplied by the agency. 'The care workers have been very good,' one relative told us. We found that people were cared for by staff who were supported to deliver care safely and to an appropriate standard.