Archived: Direct Care (North West) Limited

"The staff are very reliable. They always turn up on time and they treat me very well ."

"They know what they are doing and they do a lot for me because I have a lot of personal care needs."

"I know the office check up on staff to make sure they are doing their job because I have seen them doing it."

"The office staff have asked me how I am getting on and if I like the carer."

"The carers are always regular and the same people. I like the way they talk to me and listen to me. In my opinion, the carers that come to me are very experienced."

When we visited the offices of the agency, we saw that there were suitable systems in place to ensure that people were consulted about their treatment and care needs and about how they wanted their care to be provided.

We saw that staff received the relevant training to help them to carry out their roles and that they received the necessary support and guidance to support them in the work they do.

"This company is brilliant. I get the same carer most of the time. They are really helping me to re-gain some independence. They come four times a day and they are almost always the same two girls (staff)".

"I am very satisfied, the best thing is that I have the same carers. They make me feel involved, they leave the care book for me to see and I can add in my thoughts and what I want to happen during their visits"

One relative of a person receiving care told us, "They (the staff) keep us fully involved, I think they are good at picking anything up and if there's a problem they tell us. Because of this we work well together to make sure my relative is having all their needs met".

During our visit we saw that good systems were in place to carry out 'spot checks' on staff to monitor their performance. One person said, "Someone from the office has been to check on the staff and to ask if I am content with the service, which I certainly am".

We saw that staff training was prioritised by the agency and all the staff we spoke with told us there were plenty of training and development opportunities. This means that the provider was taking appropriate steps to ensure that staff were suitably qualified and had the right skill to meet the needs of the people they provided care and support to.