We spoke to three people using the service and all were happy with the service they are receiving from the agency. They said they are getting the support they need. They had been asked about the support they require before the service began and said they are asked whether the service continues to meet their requirements.The 3 people spoken with were very positive about the staff who support them. They described the staff as polite and respectful. They said it is generally the same staff that visit and if there are any changes they are informed. They said the staff are punctual and reliable and they stay for the length of time they are supposed to. Some comments made by people using the service were;
"I can't fault the girls. They give a good service and are really nice."
"I'm quite happy, I get the support I need."
They said that the proprietor of the agency makes visits to ask their views and they would know how to make any complaints known.
2 relatives spoken with said they are 'happy' with the service provided and they were positive about the support provided by the staff. They said staff treat people using the service in a manner that promotes their dignity.
A quality monitoring visit was made by St Helens Council on 9th June 2011. The visit identified that there were shortfalls in the staff recruitment, training and care planning practices of the agency. A sample of 5 service users were visited. During the visit service user satisfaction surveys were carried out and service users were asked a series of questions to ascertain whether they feel that they are receiving a quality and reliable service. They found that "on the whole, service users are happy with the service being provided."