People we spoke with said that they can discuss any issues with the provider and that they are consulted if any changes to the care and support received are to take place.We were told that the agency always ask if it is ok for a new member of care staff to 'shadow' an experienced member during their visit.
People we spoke with (and their relatives) said that the staff have a 'wonderful approach', 'are very supportive' and are 'very friendly'.
They told us that they have the same small group of staff to visit and enjoy getting to know them. We were also told that if a carer is going to be late they or the 'office' phone to let them know and this is greatly appreciated.
People told us that they felt well cared for and supported. We were told that all of the staff are 'professional' and 'have the right attitude' and are 'well trained'.
They told us that they are asked before new staff accompany more experienced staff as part of their induction and if they do not wish to have a new member of staff during that time then this is respected.
People told us that the staff look at the care plans each time they visit to sign to say they have been and to see if any changes have been detailed. We were told that the care plans are updated regularly by the care workers and the provider.
Records seen had verbal communications about care and support needs detailed in them. This had been done on the same day as the verbal message was received.
We saw that records kept in peoples own homes are available for care staff to write in each time they visit and we were told, for the people using the service, who can look at them or add to them at anytime.