A relative of a person who had recently started using the service told us they had been given enough information to be able to make choices about the care their relative was going to receive. They told us, 'They explained everything. They put my mind at ease,' and, 'they go through the care plans, I am involved.' Another person who used the service told us that she was involved in making decisions about her care. She said, 'They always ask if there's anything else you want before they go'. This person and others that we spoke with who used the service told us they were involved in reviews of their care plan.
People told us that staff understood the communication needs of the people they provided care to. One relative we spoke with said, 'X gets muddled up, but staff know how to communicate with him. They're very good and understanding.'
People that we spoke with told us that care staff arrived on time and stayed for as long as they were supposed to. A relative we spoke with told us, 'They arrive on time, they're always punctual.' Another person said, 'They're very good on timing. They come for half an hour in the morning and half an hour in the afternoon.' Another said, 'They get you washed and dressed and they don't rush you,' and a fourth said, 'They're very good, on time and stay until they're done.'
People told us that they were pleased with the care that staff gave. One relative we spoke with said, 'The staff are brilliant, they talk to mum constantly. They put you at ease. They're just really nice, I'm perfectly happy.' Another person said, 'I couldn't manage without them.'
People told us that they knew who they speak to if they had any concerns and knew the names of the staff in the office. They said that if they raised a concern they felt the provider would listen to them, take the concern seriously and do something about it.
People commented positively on the skills of the staff who provided care to them or their relatives. One person, whose relative required help from staff in mobilising, told us, 'They look perfectly capable. When I see them moving mum I'm not worried.'