Archived: Dignity Home Care

People told us that before they received any care or support they were asked for their consent and the staff acted in accordance with their wishes.

People experienced care, treatment and support that met their needs and protected their rights. All people we spoke with were 'happy' with their care. Their comments included, "All the staff who come to see me treat me with a great deal of respect, they do not just rush in and out, the agency has a good nucleus of carers,' 'Absolutely wonderful staff,' 'I look forward to the staff visiting me,' and 'The staff are really good, I would recommend this agency to anybody.'

Records showed that people and/or their advocates had been involved in the care planning process.

Where people were assisted and/ or prompted with their medication, people we spoke with did not have any concerns. Staff were appropriately trained and appropriate policies and procedures were in place.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. The provider had appropriate and effective recruitment procedures in place.

The provider had an effective system to regularly assess and monitor the quality of service that people received.

We spoke with two relatives and one person's representative and they told us they were very satisfied with the quality of the care provided by the service. Their comments included: "My mum is treated with respect, with care, compassion, sympathy and empathy." "Good care, excellent." "They go the extra mile, they are wonderful" "Everything in the care plan is done."

People we spoke with made positive comments about their care and the staff. Their comments included: "Absolutely wonderful, I couldn't cope without them." "Good quality care with a bit of banter." "I always know who is coming and at what time."

We found that staff were clear about what their roles and responsibilities and the action they would take if they saw or suspected any abuse. People told us that they felt "safe" and that they had no worries or concerns. They all said that if they had any concerns or worries they would speak to staff.

We found that staff had received training and were supervised. We saw evidence that staff had the chance to develop and improve their skills.

We saw that the service had provided people with information about how to complain. We saw that the service had a procedure in place to record complaints.