We interviewed by telephone, a small sample of people using the service. We also spoke with a number of care workers, by telephone and some managerial staff at the office. Following the site visit we spoke with the company's chief executive officer.People who used the service were, in the main, positive about the service they received. People were particularly positive about their regular care workers but slightly less so when cover was provided in the absence of their regular care worker.
People who we asked, told us that they were treated respectfully and had their dignity maintained. They also told us they had a written plan of care and that the care workers, who were usually on time, recorded each visit.
People receiving the service told us that they felt safe with the care workers. When asked what the best thing about the service was, comments from people who used the service included ' "they are there when I need them" and "if I put a request in they will honour it".
Staff who we spoke to believed that they offered a good service and that they maintained people's dignity and had a respectful relationship with them. Staff told us they were confident that people using the service were safe. Not all staff received regular support or supervision, although those who we asked said that support could be accessed if they sought it out.
Managers who we spoke to told us that gaps in managerial support and quality monitoring practices within the organisation had been identified shortly before our visit. New managerial personnel who had been brought in by the organisation's senior management to resolve the identified issues were addressing this.