We visited the offices of this service, and people who use the service, between 10 and 12 October 2011. The five people we spoke with who use the service told us they felt very happy with the service received and were always asked for their opinions and preferences. They told us the agency had responded quickly to any requests. People we spoke with told us they felt that the care provided respected their privacy and dignity and enabled them to be as independent as possible. People said they felt staff always put the people who use the service at the centre of their care and seek to respond to their individual needs and wishes.
Examples of comments people made included:
'The service is absolutely wonderful. I couldn't be without them'.
'They give very good value for money as they always do more than they need'.
'They are very respectful and always ask me before doing anything. They always involve me in my care'.
'I feel very safe and respected by the staff'.
'The carers don't always ring if they are going to be late'.
'I have good carers and they are the same ones most of the time'
"The staff are all genuinely caring, both in the office and those who visit".
"The staff are very efficient, competent and confident in their work".
The four staff we spoke with had a good knowledge of the individual people to whom they provided care. They told us they consistently go to the same people most of the time. They told us they would see other people who use the service to cover for sickness and holidays, and they would usually be people they had visited before. Both staff and people who use the service told us that it is very unusual for a carer to visit a person only once.
Care plans we saw were person centred and contained clear and comprehensive information about individuals and their care needs, to guide and enable staff to provide the support and care people needed. Information was current and seen to have been reviewed and updated regularly with the individual person using the service, for those who privately fund their care.
People whose service is funded by the local authority told us they had not received regular reviews, and records seen confirmed this. People funded by the local authority and staff described how changing care needs are discussed and adjusted, to meet peoples changing needs. However, these discussions and changes are not formally recorded and do not evidence a quality service provision.