25 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 reablement service 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 telephone calls 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 who spoke with us felt that they were treated with respect and their dignity was maintained. People also said that their care workers respected their day-to-day choices and decisions. One person told us: "They talk so very nicely to you and never talk down to you" and another person said: "They understand that we all get old one day. I am never hurried or ignored".
All the people we spoke with told us that they received very good quality care and support. People told us that they got to know the small team of care workers allocated to them over the six weeks. They also told us that they understood that the agency could not guarantee the same care workers for each visit, particularly when they were receiving up to four visits a day. Two people stated that having a few different workers was good for their rehabilitation, as it encouraged them to demonstrate to care workers how they were improving.
People told us that they felt involved in the planning of their care and were consulted by the agency regarding any changes to their care plan.
Everyone we spoke with told us they felt safe with their care workers and knew how to make a complaint, and they believed that their care workers were well trained. The agency provides its services to people over the age of 18 although we limited our interviews to people over the age of 65.