29 May 2012
During a themed inspection looking at Domiciliary Care Services
The majority of people felt their dignity and independence was respected and most told us that their care was personalised to their needs. One person told us, 'They make me feel at ease when they are washing me'. Another said, 'They put me in the bath, I wash myself, they respect that'.
Most of the people felt that staff were well trained and understood their needs. People told us that they felt safe and if they had concerns they would speak with a family member, friend or somebody from the office.
We found that there were gaps in the number of supervisions, appraisals and spot checks which meant that the performance of staff was not being reviewed as frequently as the manager told us.
We saw that people's views were being sought, but this was not being undertaken as regularly as the manager told us and we had mixed responses about whether the service improved as a result of the feedback. This meant that the provider did not have an effective system to identify, assess and manage risks to the health, safety and welfare of people using the service and others, with regard to people's complaints and comments made.