We visited two people who receive services from the agency and telephoned seven others. We also heard from relatives of those receiving services from the agency.People using Neroche Care services told us the agency involves them in all aspects of their care and support. The manager visits people initially and discusses all their needs. People have care at a time and in a manner that is particular to them. People felt they were listened to and their views are acted on.
People we spoke to about the services they receive from the agency were overall quite satisfied. One person said 'They try hard to do things as I like them. I have no real worries at the moment.' Another person said 'They have been coming for a long time now. They know how I like things.' A relative told us 'X is well looked after. If I need to be informed of anything I am. They are reliable. Staff are generally well trained.'
We heard that care is delivered by a small care team who arrive on time on most occasions.
Most people who receive services from the agency have some of their meals cooked by agency staff. People said the staff members were very good in making sure they had everything they need. They said the staff would make sure their meals were on time, would make them drinks and leave their kitchen tidy.
People receiving services from Neroche Care told us they felt safe with the care they received. They said they felt the staff members were trustworthy and well trained. We heard that when one person had a fall the manager called for an ambulance and stayed until the family arrived.
People told us that if ever they have a problem or concern they can phone the agency at anytime. Peoples' folders had a copy of the agency complaints procedure that included contact details of the agency and the CQC. One person told us 'I have never had to complain. I would be straight on the phone if I needed to.' A relative told us that the manager rings to check if people are happy. They said 'I feel that if I needed to say something I could.'
We visited two people who receive services from the agency and telephoned seven others. We also heard from relatives of those receiving services from the agency.
People using Neroche Care services told us the agency involves them in all aspects of their care and support. The manager visits people initially and discusses all their needs. People have care at a time and in a manner that is particular to them. People felt they were listened to and their views are acted on.
People we spoke to about the services they receive from the agency were overall quite satisfied. One person said 'They try hard to do things as I like them. I have no real worries at the moment.' Another person said 'They have been coming for a long time now. They know how I like things.' A relative told us 'X is well looked after. If I need to be informed of anything I am. They are reliable. Staff are generally well trained.'
We heard that care is delivered by a small care team who arrive on time on most occasions.
Most people who receive services from the agency have some of their meals cooked by agency staff. People said the staff members were very good in making sure they had everything they need. They said the staff would make sure their meals were on time, would make them drinks and leave their kitchen tidy.
People receiving services from Neroche Care told us they felt safe with the care they received. They said they felt the staff members were trustworthy and well trained. We heard that when one person had a fall the manager called for an ambulance and stayed until the family arrived.
People told us that if ever they have a problem or concern they can phone the agency at anytime. People's folders had a copy of the agency's complaint's procedure that included contact details of the agency and the CQC. One person told us 'I have never had to complain. I would be straight on the phone if I needed to.' A relative told us that the manager rings to check if people are happy. They said 'I feel that if I needed to say something I could.'
We visited two people who receive services from the agency and telephoned seven others. We also heard from relatives of those receiving services from the agency.
People using Neroche Care services told us the agency involves them in all aspects of their care and support. The manager visits people initially and discusses all their needs. People have care at a time and in a manner that is particular to them. People felt they were listened to and their views are acted on.
People we spoke to about the services they receive from the agency were overall quite satisfied. One person said 'They try hard to do things as I like them. I have no real worries at the moment.' Another person said 'They have been coming for a long time now. They know how I like things.' A relative told us 'X is well looked after. If I need to be informed of anything I am. They are reliable. Staff are generally well trained.'
We heard that care is delivered by a small care team who arrive on time on most occasions.
Most people who receive services from the agency have some of their meals cooked by agency staff. People said the staff members were very good in making sure they had everything they need. They said the staff would make sure their meals were on time, would make them drinks and leave their kitchen tidy.
People receiving services from Neroche Care told us they felt safe with the care they received. They said they felt the staff members were trustworthy and well trained. We heard that when one person had a fall the manager called for an ambulance and stayed until the family arrived.
People told us that if ever they have a problem or concern they can phone the agency at anytime. People's folders had a copy of the agency's complaint's procedure that included contact details of the agency and the CQC. One person told us 'I have never had to complain. I would be straight on the phone if I needed to.' A relative told us that the manager rings to check if people are happy. They said 'I feel that if I needed to say something I could.'
We visited two people who receive services from the agency and telephoned seven others. We also heard from relatives of those receiving services from the agency.
People using Neroche Care services told us the agency involves them in all aspects of their care and support. The manager visits people initially and discusses all their needs. People have care at a time and in a manner that is particular to them. People felt they were listened to and their views are acted on.
People we spoke to about the services they receive from the agency were overall quite satisfied. One person said 'They try hard to do things as I like them. I have no real worries at the moment.' Another person said 'They have been coming for a long time now. They know how I like things.' A relative told us 'X is well looked after. If I need to be informed of anything I am. They are reliable. Staff are generally well trained.'
We heard that care is delivered by a small care team who arrive on time on most occasions.
Most people who receive services from the agency have some of their meals cooked by agency staff. People said the staff members were very good in making sure they had everything they need. They said the staff would make sure their meals were on time, would make them drinks and leave their kitchen tidy.
People receiving services from Neroche Care told us they felt safe with the care they received. They said they felt the staff members were trustworthy and well trained. We heard that when one person had a fall the manager called for an ambulance and stayed until the family arrived.
People told us that if ever they have a problem or concern they can phone the agency at anytime. People's folders had a copy of the agency's complaint's procedure that included contact details of the agency and the CQC.