We received many positive comments about this agency from the people that used its services. These included, 'They're fantastic and treat me like one of their own family'. Another person reported, 'I'm delighted with the service, they have never missed a call'. People told us that staff were rarely late, that they always stayed the full amount of time they should and that they had never missed a call. People were also impressed by the quality of the staff, and their caring and considerate attitude. It was clear that people had built up a good relationship with the agency's staff. One person told us, 'They are never rude, always polite and we have a laugh and giggle together'. Another reported that he looked forward to his visits and commented, 'The staff always lift my spirits especially when the wife's in hospital'. People also appreciated the flexibility of the service, with additional care being provided with very short notice or calls cancelled at short notice not being charged for. People told us they liked the same consistent carers supporting them. However, one person complained that staff sometimes smelled of cigarette smoke when they helped her. Another person told us that staff sometimes came early to get her ready for bed, resulting in her sitting in her pyjamas at 7.30 in the evening, making her feel, she said, 'Like a right fool'. One relative told us, 'I know all the girls now and they are all nice, they treat dad just the way I treat him'. This relative was also impressed that the agency's staff rang her to see if she was okay when her father was admitted to hospital.
One district nurse told us, in relation to one of her patients to whom the agency provided care, that they gave 'Good quality care, were always there on time and communication [from staff] was excellent'.
It was quite evident from all the people we spoke to (people using the service, their relatives, health care professionals and the agency's own staff) that this was a well managed, efficient, reliable and high quality service.