We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld, and how they can make choices about their care. The inspection team was led by a Care Quality Commission (CQC) inspector joined by an Expert by Experience who has personal experience of using, or caring for someone who uses this type of service. We used postal surveys, carried out 18 telephone interviews and did four home visits to people who use the service and to their main carers (a relative or friend) to gain views about the service. We visited the office to look at records and talk to the person in charge. We also talked to senior staff and three care workers.
We sent out 121 survey sheets 'to people who use the service and their carers' at the beginning of August 2012, of which 67 were returned representing a return rate of 55%. The results overall demonstrated a high level of customer satisfaction. These findings were confirmed by the people we telephoned and whom we met face to face, all who told us they were very satisfied with the service.
Without exception, everyone we spoke with felt they were treated with dignity and respect. One person using the service said, 'They are all very nice people, and do everything I ask, they are marvellous." A relative commented, "My mum has used carers in the past and I have been disappointed but in my opinion All About You is excellent."
The vast majority of people told us that the carers were nearly always on time. Sometimes if they were delayed, they would telephone, just to let them know they were going to be late. People said that they understood this and were reassured by the phone call. One person said, "They always arrive on time. They let me know if there is going to be a time change and I always get a weeks rota with times and which carer is coming."
People also told us the service was reliable with good continuity and consistency of care with a group of care workers that were known to them. They felt they had sufficient choices in the care provided. They told us they had been involved in the setting up of their care, and had been offered choices in the times of the visits.