The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Attentive Homecare Limited

283 Plungington Road, Fulwood, Preston, Lancashire, PR2 3PR (01772) 713531

Provided and run by:
Attentive Homecare Limited

All Inspections

28 November and 3 December 2013

During a routine inspection

People we spoke with told us their care and support was arranged to suit them. People confirmed that they were continually asked for their consent to the care that was provided. People who wrote to the agency said, 'My life has vastly improved with the support I receive from Attentive Home Care, I would struggle without their help. The staff are always polite and non-intrusive. They help me feel safe in my flat'.

One person we spoke with told us, 'I do a lot for myself but they will always make me a drink. They have a job to do and they do it. If I said I had any complaints I would be a liar. I can only say the standard of work ethics is excellent. It sounds too good to be true, but it is being honest. The girls are so polite, as I am to them.'

We found people were cared for by staff who were supported to deliver care and support safely and to an appropriate standard. People wrote, 'My carers are all warm hearted, caring people and brighten up my day in many ways'. People told us, 'The staff that support her are very well trained. They seem to be kept up to date with their training and this gives me confidence she's in good hands.' People had support to take their medicines safely.

Quality monitoring was carried out and people had shown an overall satisfaction with the service. 'I am always asked if I'm alright. I know I can ring the office if I am not satisfied with anything.' And 'First class agency, they have no need to improve on anything.'

15 November 2012

During a routine inspection

People we contacted who used the service told us they were getting the service they wanted and agreed to. They said everything was planned to suit them including what time their carers visited. Their carers followed their agreed support plan and were flexible in their work. They said, 'I'm lucky to have them. I never got this attention with the previous agency I had. They turn up and get on with things. They are a lovely bunch altogether'. 'I have a very good care plan. I get a cup of tea first when they arrive'.

Quality monitoring survey showed people thought the service was very good. For example people wrote, 'The service has always been excellent and meets my needs'. "I think Attentive Homecare provides a top class service in our care. The girls are a credit to your organisation. They are pleasant, caring and will help". "It has helped my wife and I stay together". "I can totally recommend this service to anyone found in the position of needing care".

People told us they felt safe in their home. They had arrangements in place for staff to gain entry and to keep their home secure when they left. Staff were respectful to them and their property. They were consulted all the time about the service they received and could request for changes to be made, for example times of visits, carer preference and tasks they required doing.

15 November 2011

During a routine inspection

Most people that we spoke with, including three relatives of people receiving care and support, told us they were very satisfied with the service provided by Attentive Home Care. They told us that the service was generally reliable, carers were punctual, and that they mainly had care and support from a regular group of carers who they knew and who knew what to do. One person said, "I couldn't wish for anything better; they never let me down". Another said, "I would say that the service is excellent". A relative said, "We are very happy with the way things are". Another relative said, "Up to now we are very satisfied".

Most people we spoke with also told us that they got on well with their carers, and that the carers treated them with respect and in a dignified way. One person using the service said, "I get on well with my regular carer - she's great". A relative said, "The carers are very courteous and know how to treat her; we also have a laugh". Another relative remarked about their regular carer, "We get on like a house on fire; she's a really nice girl.

However one relative that we spoke with was not satisfied with the service. They said that, "Carers were consistently late" and that some did not follow good hygiene practices. This person also felt that some carers did not carry out support in the right way and was also unhappy that the service was subsequently withdrawn at short notice. These and other issues were the subject of a complaint at the time of writing the draft report. Before the final report was issued we were informed by social services that the reasons given for the agency's action was acceptable within the contracting arrangements between the local authority and the agency.

Staff also told us that they did not have suitable training in the first few months of working in the agency and learned the work from other experienced carers. The manager also confirmed that the initial training ('Induction') could be improved. However staff also said that they felt the senior staff were supportive and were at hand for help and advice. Staff were able to visit the office frequently and talk to senior staff there.