We spoke to eight people who use the service and three relatives of people who use the service on the telephone. All of the people who used the service and relatives that we spoke to told us they had been involved in drawing up their care plans and the care plans had been reviewed. They told us that staff turned up on time and carried out the tasks recorded in their care plans.
All of the people who use the service and relatives that we spoke to made positive comments about care staff. One person who uses the service told us 'my carer is always on time, he is very helpful and the service works very well', another person told us 'my carer is very good, they always turn up on time and do what they are supposed to, I am completely satisfied with the service I get', another person told us 'if my carer was going to be late they always call to let them know'.
Comments from relatives of people who use the service included 'the staff are very good, we are lucky to have them, they do what they are supposed to do and look out for me as well', and 'care staff turn up on time, they have been extremely good lately, we made a complaint to the service last year about weekend missed calls and they dealt with it appropriately, we were happy with the outcome and my mother is receiving some of the best care she has ever had. The office staff are really helpful as well'.
We also spoke to the warden at Sutton Housing Partnership where Mears offer support to six people. The warden told us that staff were a very conscientious group of people, they always wore their uniforms, turned up on time to support people and were always polite. They told us that people who use the service were involved in drawing up their care plans with local authority care managers and their care plans were regularly reviewed by Mears. They met on a regular monthly basis with Mears coordinators to discuss any care and support issues. They were aware of the complaints procedures and would support people who use the service to make complaints if they needed to.