16 April 2012
During a routine inspection
The six people we spoke with confirmed spot checks were carried on the care workers to ensure they were carrying out their duties as planned and required. One person said this reassured them as they knew the agency was monitoring the care workers and addressing any issues found.
One person stated they felt able and confident to make a complaint and told us when they had raised a concern it had been listened to and acted on. All six people confirmed they were visited by staff working at the agency and were asked for their views about the service.
The majority of care workers told us they were given information about people before they first started supporting them, so that they were familiar with how to support people safely and appropriately. One care worker said they provided support to some people who spoke the same language.
We also spoke with a member of staff in the commissioning and contracts team in the Local Authority. They spoke positively about the agency and had no concerns.