Archived: Disability Action Yorkshire

People who used the service confirmed they were satisfied with the care and support being provided. They made comments like, "The staff can't do enough for you. They are all good.' And 'I can't find fault at all. I think the care is well run and managed.'

People also confirmed that staff were always polite and respectful in the way they cared for them. They also felt that the staff respected their privacy and protected their dignity.

We looked at people's care records. And saw that the service delivered the care in a person centred way. We also saw that people were included in decision making throughout their care.

Staff had a clear understanding of the different types of abuse and who they would report concerns to. This helped to ensure people were safeguarded from abuse.

We talked with staff who told us that they that felt very well supported by the agency. They also said that they felt confident to do their work and that good training was in place.

Although we recommended some further improvements of the way accidents and incidents were audited, we acknowledged that generally there were good systems in place to audit and review the quality of care. This service had worked hard in the last year and developed more robust checking process and systems.

People gave us mixed comments. Whilst one person told us 'the staff are all very good and helpful' another commented 'some staff are better than others.'

We asked people whether the staff arrived punctually and if care was reliable. The majority of people we spoke to had experienced being let down by carers failing to turn up. One person said 'I never know who is coming, and then sometimes they don't turn up and no one bothers to tell me why."

One person told us that they had complained to the agency in recent weeks about the care provision. They received an apology and were assured the incident wouldn't happen again. They also added that they felt communication with the agency staff had improved.

When we spoke with staff they told us that they were well trained and felt confident to do their work. They also said that they were well supported to do their jobs effectively.

We looked at those concerns and found that the provider had listened to us and put systems in place to improve the delivery of care at the agency.

We talked with people who used the agency and their comments included, 'I have no concerns the care is always good and they (the staff) are on time' and 'The staff are very reliable they haven't let us down.'

We looked the records and found that these had improved. We also saw that the delivery of care was now regularly audited.