1 March 2012
During an inspection in response to concerns
They said they were also satisfied with the agency staff. One person said, 'The staff have a very polite attitude and are caring and helpful. They are wonderful.' A relative told us, 'I love the carers we have, I can't fault them, they're like our extended family.'
People also told us the agency was able to provide regular staff which gave them the chance to get to know their carers. One person said, 'I do admire this agency because they've let me have the carers I want. I wanted certain people to keep coming and they made that happen.' A relative said, 'Ninety per cent of the time we get regular carers and that's good because my (relative) responds better to people she knows.'
People told us they felt safe using the agency and trusted the carers. They also knew what to do if they a complaint. One person said, 'If I have any problems I can call the office for advice. Once I had a carer who I thought couldn't do to job so I rang the agency. They were very helpful and sorted it out so that person didn't come again.' Another told us, 'If I'm not happy about something I can speak to the carers because I trust them.'