There were sufficient umbers of staff to ensure people received the care and support they needed. However, some people told us they experienced delays with the care visits, but they confirmed thye had not experienced any missed care visits.
Processes were in place to ensure members of staff received training and support. People who used the service expressed satisfaction with the skills and knowledge of members of staff.
People spoke positively about the care and support they received from Pompey Homecare Limited. They told us that they were involved in the planning of their care and support. This meant that care and support was only provided with the consent of the person and in accordance with their wishes. They told us that the care and support they received helped them to remain healthy.
Processes were in place to safeguard people from abuse. People who used the service told us that they felt safe when receiving care and support.
Processes were in place to ensure members of staff received appropriate training and support. People who used the service expressed satisfaction with the skills and knowledge of members of staff.
The service had an effective complaints process. People knew how to make a complaint and were confident that all complaints would be dealt with in an effective and appropriate manner.
There was a process in place for monitoring the training needs of members of staff and indentifying when further training was required. Staff confirmed that they received training and people who used the service told is that staff providing their care and support knew what to do.
We were told by people who used the service that staff were rarely late for their calls. They told us that staff contacted them if there was any reason if the care visit was going to be delayed. This was confirmed in conversations we had with members of staff.
However, we were also told that if people's regular carers were unable to provide the care, the care was not always so good with care being rushed or care visits being late.
People told us that generally they felt staff had the training and the skills to provide the care and support they needed. Comments included 'staff seem knowledgeable' and 'staff always seem to know what they are doing'. However, some people commented that they felt new staff did not always received sufficient induction training; 'they are thrown in at the deep end rather than teaching them and showing them what to do'.
Some people commented that they did not always know what time care staff were going to arrive, but other people told us they received information and knew what time their care staff were going to arrive. Some people told us it was only when they did not have their regular carers that they were unsure what time care staff would turn up or the care staff would come at times that did not suit heir daily life. An example was given for one person that when their regular carer was not working the evening care staff would come at '6.30pm to assist me to bed, it is too early'.
We asked people if they knew who to talk to if they had a concern or complaint about the service provided. We were told that people would try to resolve complaints by discussing them with their main member of care staff. If issues were not resolved that way they would then contact the office of Pompey Homecare Limited. We were told that 'complaints didn't used to be sorted out quickly 'it's much better now'.
Comments from people included: 'I am very satisfied with the help I am given' ' The staff are always cheerful' 'I have no concerns and I am happy with the service' None of the people we spoke with had made any complaints but they said that they were aware of how to complain and were confident that any complaints would be dealt with appropriately.
We spoke with six members of staff. They said that they were well supported by the agency and that they were provided with the training and information they needed to support people effectively.
People stated that the care workers provided by the agency knew what was expected of them and had the skills to meet their needs. They also stated care staff were usually punctual and stayed the correct length of time.
People told us that staff are friendly and cheerful and confirmed that the agency undertakes regular reviews and asks them if they are happy with the care provided.
People said that although they had not made any formal complaints they were aware of how to complain and were confident that any issues would be quickly resolved.
Staff we spoke with told us that the agency provides good training and said that they were well supported. One staff member told us 'I have worked at other care agencies and this one is by far the best to work for'