People we visited in their homes who used the agency told us they received the service they wanted. They or their families had discussed the type of help they needed with the manager or client liaison officer from the agency. They said they were happy with the service they received. Their support workers were very good and provided the support they needed as agreed. One person told us about the level of support they received and said, 'She's a lovely lass. She visits me most days. She cooks me meals, very nice ones'.People we visited told us they have the usual support workers. One person said, 'There's two or three other girls that visit, they're all lovely lasses, very caring'. Another person said, 'I know her (Staff) she's very nice. She visits most days. I have a few of them, all nice girls. I can't remember all their names but know their faces. They help me get dressed. They make sure it's done in private. I have a bad memory and they help me make my meals and help me with my medication. The same girls visit everyday'.
Relatives told us they had no problems with the staff that visited their family members. We were told that the agency asked relatives for information about their family members. This was transferred into their care plans so staff had information about how their family members wanted their care and support to be provided. One relative said, 'Her bedroom wall is covered with information about her, how she likes things to be done and her care provided. That came from Elite. It's a person centred plan and they worked with us on that. As I'm older now I can't do as much so the information is there to guide staff'. Another relative told us, 'The agency asked us as a family to provide information about our mother and this is included in her care plan. The care plan is fine and we agreed with it'.
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.