2 October 2012
During a routine inspection
We obtained people’s views by reading recent questionnaire responses and comments given to the agency. Some people had given feedback to the agency’s senior staff when they had carried out competency checks with care staff in people’s homes.
We saw that people’s responses contained positive comments such as: “I cannot fault my carers”; and “I find my carer is invaluable and reliable and so helpful”.
We also found that many people had identified concerns with the communication between them and the office staff, and the manager was taking action to address this concern.