10 July 2012
During a themed inspection looking at Domiciliary Care Services
We visited one person in their own homes as part of this review and spoke with them and their relatives about their experiences of the care, treatment and support received. We spoke with eight people who received a service from the agency, over the telephone. We spoke with one manager, and three care workers during our visit.
People told us, 'When you lose your independence, you lose your confidence, but somehow, the care workers have restored my confidence.' 'They adapt to suit me.'
People understood their care, treatment and support choices available to them. They felt their views and experiences were taken into account. They felt care workers recognised and respected their privacy and dignity and independence. People were supported to make decisions and care workers listened to them. Most workers understood the aspects of the safeguarding processes that were relevant to them. People were protected from abuse and told us they felt safe. Staff were well trained, supported and managed.The agency provided different ways for people to give formal and informal feedback about the service; and monitored the quality of service that people received.