Archived: 37 Swaledale Avenue

The agency had been providing a care service for over three years. At the time of this visit it provided personal care to around 70 people who lived in the Darlington area.

We spoke with five people and three relatives who used the service. They told us they were satisfied with the care service. One person told us, 'I get good support from the staff and they do exactly what I need them to.'

Most people felt they had been given enough information about the fees, and told us they could pay in a variety of way. People received monthly invoices outlining the charges per hour and the total sum.

There had been improvements to the way the agency made sure people were protected from poor practices. People who used the service told us they felt 'safe' and 'trusted' their care staff.

Staff had basic training to carry out their roles. However staff did not have individual supervision sessions with their line manager so it was difficult for the agency to identify what development, support or training each staff member needed.

The agency had been providing a care service for about three years. At the time of this visit it provided personal care to around 80 people who lived in the Darlington area.

We spoke with four people and two relatives who used the service. They told us they were generally satisfied with the care service. One person told us, 'I like Ruby Slippers - they're very friendly and amenable. The staff are always willing to do more, and they always ask if there is anything else they can do before they go.'

All the people we spoke with told us they felt 'safe' and all the staff we spoke with said they had 'no concerns' about the way people were cared for. However, we found the agency did not give staff enough information about how to report any concerns.

The agency used appropriate recruitment checks for new staff, and checked the quality of the service. However, we found people's personal records and staff records were not always sufficiently detailed.