Overall the people we spoke with during our visits in May 2011, told us that they understood the care and support choices available to them. People were aware that new care documents were being introduced and where this had happened; they were in agreement with the content of those documents. Most people knew who to talk to if they had any concerns or wanted to change any decisions about their care and support.
People told us that they were happy with the service being provided to them. One person described the staff as 'lovely' and another said the agency was 'fantastic'.We were told that the staff 'do their job properly'. Another person said the staff were 'first class' but that sometimes they felt a bit rushed and would appreciate a bit more dialogue.
Everyone we spoke with told us how important it was for people using the service to receive continuity of staff; but that this had not always happened in the past.
One person told us that they would appreciate it if new staff could shadow an experienced member of staff, before the new member of staff is able to provide support to them on their own.
People were generally positive about the changes taking place. They told us that although it was still early days, things were improving and everything felt more 'orderly'.