Archived: Kensington Community Care

People told us that the service had improved in the last two months. They told us that they now had regular staff, they knew the time to expect the visit and if there were any changes to times the office rang to let them know.

One person told us, 'I am feeling much more confident about the service now".

Comments made by people at quality reviews by the service included, 'Timing is good, very reliable' and 'Happy with timings now, improved a lot'.

They told us that staff had the knowledge and skills to meet their needs and treated them with dignity and respect. People told us about the staff, "They do very well", "Mostly are really good" and 'My two regular staff are wonderful'.

All of the people that we spoke with told us that the service they received was inconsistent. They told us that it was inconsistent because they didn't always know what time a worker was coming and they had a lot of different staff visiting them. A relative of one person told us 'My mum has different carers all the time - she has had 17 different staff in the last 10 days'.

Four people said that there had been occasions when no one had turned up for a visit and they were left to manage on their own or with help from their family. Three of those four people told us that when the missed visits occurred on a weekend they had not been able to get through to the provider on the phone to speak to anyone.