Archived: Divinecall Domiciliary Care

The inspection team was led by a Care Quality Commission (CQC) inspector.

We used telephone interviews to talk to people who use the service to gain views about the service. We visited the office to look at records and talk to the manager.

We were told the care workers usually treated people using the service with respect and called them by their preferred name. We were also told they felt they had sufficient choices in the care provided. They had been involved in the setting up of their care, and had been offered choices in the times of the visits and flexibility in the support given according to need. They had information about the agency and generally knew what to do if there were problems or changes to be made to their service.

Overall we were told people were satisfied with the service and that they, "got on all right with the care workers". We heard the service was generally reliable and with good continuity and consistency of care with a group of care workers who were known to people using the service. We were told, "The same care workers come most days and it only changes when people leave". However we were also told care workers often had to be told what to do on arrival and the person using the service would prefer it if they knew what to do. There were also concerns that the care workers didn't always wear their uniform when carrying out their work.

People knew what to do if they were not happy with some aspects of the service, and told us, " I talk to the manager when need be, and other little problems get sorted out there and then". Someone told us they felt safe with their care workers, but that in their experience all carers, from all the agencies with which they had contact, should have better training.