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 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 telephone interviews and home visits to people who use the service and to their main carers (a relative or friend) to gain views about the service.
We spoke with senior staff at the time of our visit to the office and also spoke with four care workers over the telephone. We visited three people in their own home as part of this review and spoke with them about their experiences of the support they had received. We also spoke with eleven people using the service, two relatives and one support worker over the telephone.
The majority of people spoke positively about the service provider and their care workers. One person using the service told us that one care worker was always late. However, the three people we spoke with during our home visits said that care workers were usually on time and when there were delays the agency or the care worker would let them know. The people at the home visits told us that care workers 'always arrive to me on time' and were 'reliable.'
People told us that they felt safe, and if they had concerns they were comfortable in raising these with the manager.
All of the people we spoke with said that care workers treated them with dignity and respect.
People we spoke with told us that their care was personalised to their needs and that their care workers adapted very well when changes were made to care.