18 July 2012
During a themed inspection looking at Domiciliary Care Services
As part of the review we visited four people in their own home with a senior care worker from the agency and spoke with them and their relatives about their experiences of the support they received. We spoke with senior staff and four care workers at the time of our visit to the office. The Expert by Experience conducted telephone interviews with eight people to seek their views about the service. Overall we spoke with people over the telephone, including carers of people who received a service from this agency.
Everyone we spoke to made positive comments about the care and support they received. They told us that the care workers treated them with respect and their dignity was protected.
People told us that their care and treatment was planned and delivered in line with their individual care plan. Comments included, 'they do their job properly, my daughter is very happy with them.' 'my father is cared for by a very gentle chap who doesn't talk down to him, is very timely and on the whole consistent.'
People we spoke with told us that they felt safe when the care workers visited them and if they had concerns they would speak with a family member, friend or somebody from the office. One person told us, 'I have no fears about my mother's safety as I always assist the carer with her personal care. I also get to go out at times and have felt happy with the carer who has stayed with mum.' Another person said, 'yes I feel safe absolutely.'
People said that they were asked for their views about their care and treatment and their feedback was listened to and acted upon.