31 July 2013
During a routine inspection
We used a number of different methods to help us understand the quality of service provision. Prior to our visit we reviewed all the information we had received from the provider. During the visit we spoke with twenty per cent of people who used the agency and asked them for their views. We also spoke with staff employed at the agency, which included the regional care director, assistant manager and care staff. We also looked at records which included the care files of four people.
People expressed very positive comments about the quality of the service they received from the agency. One person told us, 'We have a lovely set of girls. They are all very good, they know what needs to be done and they get on with it.' Another person said, 'I am highly satisfied. It's a pleasure to have them (care staff) in my home.'
People told us that the staff employed at the agency were suitable, honest and trustworthy. One person told us, 'The service we get is excellent. All the staff are very caring and considerate.' Another person told us, 'I am very satisfied with the care staff.'
People felt confident in discussing any areas of service provision with the registered manager and were encouraged by the management team to fill out a satisfaction survey so they could make comments about the quality of the service they received.