Archived: Servoca Nursing & Care Leeds Also known as Servoca Nursing & Care Leeds 2nd Floor Forsyth Business Centre 117 The Headrow 117 The Headrow LS1 5

Other comments included:

'Staff member is marvellous.'

'Staff members company makes me laugh.'

'Staff member is very good at their job.'

'Staff member is very clean.'

'I feel safe with the staff member.'

We also looked at over 40 telephone surveys, carried out by the care provider and these results also showed that people thought the service was either good or excellent. Comments included the following:-

'All staff are very good, very grateful that we are able to help.'

'Things are going well.'

'Everything is fine.'

'Everything is wonderful.'

'All carers that have been here are very nice and helpful.'

'All fine except lateness of staff sometimes.'

'I can call them anytime I have a problem.'

'Everything is fine apart from carers not being able to administer medicines.'

'Everything is perfect.'

'I am happy with the care.'

'I am happy with the carer as one of my family.'

'I love my carer and would like to see them more often.'

During this review, we spoke on the telephone to over 10% of people who use the service. Most people said they were very happy with the service and the care and support they receive. Their comments included:

'Very happy with the service, good staff, turn up on time'

'Polite and treat me very respectfully'

'On time more or less'

'Staff very nice, careful and gentle with me'

'Look after me very well, they are very kind'

'I have a good team of girls'

'I have recommended them to two of my friends'

'The girls are so good, they make my life so much better'.

One person said they had been roughly handled by one staff member. In response to these comments we contacted the local safeguarding team to report this matter.

Some people said that staff run a bit late, 10 or 15 minutes.

One person, who was very complimentary of the care received from their team of carers, said the organisation at Servoca was 'Rubbish'. They said this was due to disorganisation of staffing and felt there was a poor attitude when they had complained and asked for different visit times. Others felt that the service was working well and said during a review, the 'Carers are a godsend'.

The majority of people who use the service said they were always introduced to staff who came to provide care and support prior to the service starting. One person said there were very occasional times when someone unknown to them had arrived.

Staff said the care plans for people who use the service gave them good information. Comments included:

'They are good, really good, everything in them that you need'

'Much improved recently'

'Good detail on people's needs'.

During this review, people were positive in their comments about staff. They said, they received care from a consistent team of staff and any changes to this were usually communicated well to them. One person said they were 'Slow in letting you know any changes'. Other comments included:

'Lovely girls'

'Great carers, very thoughtful'.

One person said they felt the agency was short staffed and had people leaving frequently.

During this review, we spoke on the telephone to over 10% of people who use the service. Most people said they were very happy with the service and the care and support they receive. Their comments included:

'Very happy with the service, good staff, turn up on time'

'Polite and treat me very respectfully'

'On time more or less'

'Staff very nice, careful and gentle with me'

'Look after me very well, they are very kind'

'I have a good team of girls'

'I have recommended them to two of my friends'

'The girls are so good, they make my life so much better'.

One person said they had been roughly handled by one staff member. In response to these comments we contacted the local safeguarding team to report this matter.

Some people said that staff run a bit late, 10 or 15 minutes.

One person, who was very complimentary of the care received from their team of carers, said the organisation at Servoca was 'Rubbish'. They said this was due to disorganisation of staffing and felt there was a poor attitude when they had complained and asked for different visit times. Others felt that the service was working well and said during a review, the 'Carers are a godsend'.

The majority of people who use the service said they were always introduced to staff who came to provide care and support prior to the service starting. One person said there were very occasional times when someone unknown to them had arrived.

Staff said the care plans for people who use the service gave them good information. Comments included:

'They are good, really good, everything in them that you need'

'Much improved recently'

'Good detail on people's needs'.

During this review, people were positive in their comments about staff. They said, they received care from a consistent team of staff and any changes to this were usually communicated well to them. One person said they were 'Slow in letting you know any changes'. Other comments included:

'Lovely girls'

'Great carers, very thoughtful'.

One person said they felt the agency was short staffed and had people leaving frequently.

'Quite happy, no problems'

'Very good at making sure he is comfortable, respect him as a person'

'Keep me well informed on how he is doing'

'Very polite and respectful'

'Lovely with me and respect my home well'

'They have followed my guidance, I am in charge, they always ask for my advice, I really trust them'

'I am a lucky old lady'

'Communicate well with (name of person), they understand him and have a great relationship with him'

'The care plan covers everything and it is really complex and detailed, they follow it well'.

People told us the service was reliable and that staff were usually on time and stayed for the agreed length of time.

Most staff said they felt they were given enough time to carry out their job and get to visits promptly. However some felt this was not always the case. Some staff also said that at times they went to provide care for people without having first been introduced to them. They said this mainly occurred as a result of staff sickness but could happen when staff were taking holidays.

Most staff said they found care plans were detailed and gave them enough information on people's care needs. Some staff felt the care plans would benefit from more detail. Comments included:

'Find them good, really useful, tells you what needs doing'

'Good detail tells you about people's likes and dislikes'.

Staff were very clear on their responsibilities to call for medical assistance if needed. They also said they had been trained in dealing with emergencies.

People who use the service said they feel safe and would feel comfortable discussing concerns with staff and the manager of the agency. Their comments included:

'Feel very reassured that he is in good hands'

'They are careful and safe'

'I know what to do to make a complaint if I needed to'.

People who use the service spoke highly of the staff. Their comments included:

'Same staff all the time, a good team'

'Can't praise them enough'

'Very satisfied, like them all who come'

Staff spoke highly of the training they had received and said it prepared them well for their job. They said they got good support form the manager of the service.

People who use the service and their relatives said they are very satisfied with the service received. They said the manager and care workers check that that they are happy with the care they are receiving. People said they have completed satisfaction surveys. Other comments included:

'They do spot checks to see how the girls are doing, not done many of late though'

'Manager keeps ringing to check if everything's OK'

'The manager rings now and then to check I am happy with everything'.