We gathered evidence of people's experiences of the service by telephoning them as this is a domiciliary care agency. We spoke to the service users, their family and the staff who were providing care to them. As the office was situated in the same building where some of the service users lived, we were able to speak to four of them. They told us that they did not receive personal care and added that the staff were 'very nice and helpful.' People were complimentary about their care and said that the staff had carried out an assessment of their needs. This was to ensure that their needs could be met before agreeing to provide a service. They told us that the agency had involved them or their relatives in the process.
People described the staff as very kind, friendly, helpful and courteous. They said that they felt that their dignity and privacy was respected when receiving care.
The relatives and people receiving care told us that they usually had the same staff which meant that there was continuity in their care. They told us that they were aware of the times of their visits and staff usually kept to those times. Comments about the staff were 'they will do anything for you.'
They said that they always felt safe and they knew staff well and they received continuity in their care. People told us that the staff had built up a good relationship with them and they received care and support as they needed.