People told us they were happy with the care provided. They advised us that they got the required number of calls and staff stayed for the agreed length of time.Some people informed us that they had an up to date care plan in their homes, others could not recall having such a document.
People said that staff did not read their care plans prior to carrying out their care. They told us that regular carers knew what was required. Others did not and had to be guided by the person as to what to do.
People said that they felt safe having carers in their homes. They knew who to contact if they had any concerns.
People advised us that they thought the agency was short staffed. Sometimes they did not get their regular carers and senior staff from the office had to help. They commented that this was particularly noticeable during the holiday season.
People told us that they thought staff were suitably trained to do their job. They felt they appeared confident in their roles.
Some people we spoke to confirmed that staff from the agency had rung them or visited them to see if they were happy with their care.
Two out of seven people we spoke to said that the agency had carried out spot checks on carers, although not on a regular basis. Others told us they had no experience of this.
People told us that they knew who to contact if they needed to make a complaint. Four of the seven people we spoke to could not recall if they had been given information from the agency on how to make a complaint. Three people confirmed they had been given this information. One person said that a concern they had raised had been dealt with appropriately