We visited four people and spoke with relatives of two people. All described positive and enjoyable working relationships with the staff who visited them. One person told us 'Three staff come regularly and two others fill in the gaps, so they know my (relative) really well. The good thing is they maintain conversation, which gives quality of life.' Another person said 'It's more than just caring, they know me and what I need. I've never had any concerns about their attitudes.' People told us staff arrived on time and stayed for the contracted time. One person said 'They invariably let us know if they've been delayed.' Another person said 'The service is more than we expected, if they finish early they always ask what else there is to do. They've even stayed later if needed, to ensure (my relative) eats.'
All people said they had agreed the contents of their care plans. These had specific guidance about respecting people's preferences. A person we visited said 'Staff know that off by heart.' Care records showed people received the care they had agreed. A care worker told us they 'couldn't work without the care plans.'
A person's relative told us 'Sometimes (my relative) shouts or loses their temper. The staff understand this is part of their condition. They've eased my feelings about this.' Staff knew how to recognise and raise concerns.
Management had effective ways of gathering information about how the service was delivered and how people experienced it.