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Inspection report

Date of Inspection: 15, 22 August 2012
Date of Publication: 18 October 2012
Inspection Report - DC published 18 October 2012 PDF


Inspection carried out on 15, 22 August 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive care and support from Nayland Care Agency. This was part of a targeted national 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 spoke with three family members who cared for their relatives and five members of staff. We also visited three people in their homes and all were complimentary about their care and the service provided by the agency. People told us they were called by their preferred name. We checked the care records kept in their homes which showed their preferred name recorded.

We talked on the phone to 13 people and overall received positive feedback about the quality of care provided. One person told us about the agency staff �They are so good I don�t know what I would do without them.� Another person said �They are all wonderful just like my friends. I have been having Nayland for a long time and my husband had them for years before I needed care.�

People we spoke with knew about their care plans. Two relatives told us that they were involved in all reviews and care records we looked at confirmed they had been involved in the review process.

People told us their privacy was respected and that they were treated with dignity. One person told us the agency staff �Always maintain my dignity by putting a towel on me whilst I am in the sling, they cover my dignity�.

Everyone we spoke with told us they felt safe and protected. People confirmed that they were asked about the quality of service and their experiences. For example one person said: �The staff are really good and very attentive, they always check how I am either in person or on the phone�.