Archived: Swivel Care & Support Services Limited

On 18 January 2012 we commenced a follow up review to monitor progress. This included a visit to agency's office, and visits and calls on 19 and 20 January 2012, to people who used the service.

We found that following our previous review a number of people had stopped using this service and had moved to other agencies. We visited and / or spoke with five of the remaining nine people who were still receiving care and support from this provider at the time of this review. We were told that there had been a recent improvement in the attitude of staff and in the punctuality of their calls. People commented that the manager had visited them over the past two / three months and discussed their care with them. This had made them feel more involved in making decisions about their care.

People told us that staff did not always demonstrate competency in their work which had on occasions resulted in injuries being sustained. They also felt that there was a lack of regard for their property by some care staff who visited them, and that when they raised concerns with the provider appropriate action was not taken to resolve concerns efficiently or swiftly.

They referred to missed calls and late calls, and told us that staff were often rushed and did not concentrate on the care they were giving, which on occasions had again resulted in injuries to people who use the service. They also said that sometimes only one carer would arrive when two were expected, and family members would have to assist with care. This sometimes involved moving and handling people, which put everyone involved at an increased risk of injury.