19 September 2013
During a routine inspection
The other two people using the agency lived elsewhere in the country. It was impractical to make arrangements to visit their homes and unfortunately speaking with them directly on the telephone was not possible because of their condition. We did, however, arrange to speak with each person's representative as well as with their 'live-in' carer.
The comments people made about the quality of service were included, 'We are happy with the carers.The office staff are helpful and friendly. They are always quick to answer any queries if I need to contact them about my relative's care.' Another person said, 'We are satisfied with the service.'
Other comments were, 'Some carers seem better informed than others when they first arrive, but on the whole they do a good job.' One person said, 'The service has got better organised. We realise that a 'live-in' carer has to have a holiday but sometimes we had felt it was all a bit 'last minute' when it came to letting us know who would be standing in for the regular carer.'
We found that people received a responsive, reliable and safe service from their 'live-in' carers