5 July 2012
During a themed inspection looking at Domiciliary Care Services
We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience, a person who has personal experience of using or caring for someone who uses this type of care service.
We used postal surveys, telephone interviews and home visits to people who use the service and to their main carers, a relative or friends, to gain views about the service.
People felt that their care workers treated them with dignity and respect. They also told us care staff respected their decisions in relation to day-to-day tasks.
All the people agreed the care staff met their individual needs and that the care workers were friendly and the agency was providing a good quality of care. People told us that there was a high level of stability and they were regularly attended by care workers they knew. People also said it was very rare that the agency sent them a care worker they did not know. Some people did mention they had some problems with care workers not turning up when they regular care workers were unavailable. One person, who was very satisfied with her regular carer, said: "At times at the weekend some different carers don't do it properly. They are more rushed at the weekends". This view was shared by several other people we spoke with as part of this inspection.
Most of the people we spoke with were very appreciative of the good care they received and felt it was carried out professionally. One person said:" I have been very well treated. The carers have been very good to me. I don't know what I would do without them".
People who use the service and their relatives agreed they had been involved in the setting up of the care and were consulted by the agency about how it should be provided.
People who spoke with us felt the care workers were well trained. People also told us they felt safe when their care staff were around and that they were protected from abuse.