We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from 24/7 Homecare as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.We used postal surveys, telephone interviews and home visits to people who used the service and to their main carers (a relative or friends) to gain views about the service.
We were able to contact 14 people. People we spoke with made positive comments about the care and support they received from 24/7 Homecare. They told us that the care workers treated them with respect and helped them maintain their dignity. However, we also had comments of some care workers not willing to do any more than they were expected to do and not being flexible. People told us the care workers explained what they had come to do and asked for their consent before starting to deliver care.
People who we spoke with told us the care and support was planned with their help and they were able to influence and make changes when they wanted to. They said they spoke to the care workers or the manager and they had no problems making changes.
All the people we spoke with told us that they felt safe when the care workers were around. Two people told us that care workers helped them maintain safety by making sure they kept the doors locked and kept the curtains drawn when it was dark, which they sometimes forgot to do.
Nine people told us they did not have regular care workers and they were not informed in advance who would be arriving during each call. They said they were always pleased when the same care worker arrived. People commented that there was a lack of organisation in the agency office and that was the reason for the lack of continuity of care workers. People said most of the time care workers arrived at the pre-arranged time but they were not always informed if they were to be late. If calls were missed people themselves had to contact the office to get a replacement. They said when care workers were late they stayed on for the full duration and completed the jobs.