Archived: Starr Care

We randomly selected four people who used the service to interview by telephone, and to review their care records. Three of these people agreed to take part in a telephone interview.

People said they had given their consent to their care and treatment, and told us that staff had involved them in their own care. They were satisfied with the care they had received, and felt safe in the hands of staff from this agency. They told us staff had enough time to deliver the care identified in their care plans. We were told 'They always do what I ask.'

We checked if people who used the service were happy with the hygiene and infection control arrangements. All responses were positive. We were told, for example, that staff wore aprons and gloves. One person said they had 'No concerns, staff are very good.'

We asked people who received medication if they were satisfied with that aspect of their support, and we were told people were satisfied and had no concerns with medication arrangements.

We asked people what they thought about the overall quality of the service and all commented positively on their experience.

However, whilst work had started on the shortfalls identified at the previous inspection in relation to care and welfare, medication and quality assurance, the agency was still not compliant with the relevant regulations in relation to these outcomes.

We asked people if staff were respectful towards them and they told us staff treated people who used the service respectfully. Comments included 'Yes, some are really, really good' and 'Marvellous.'

People told us that, in the main, staff did what it said in their care plan, though some people said they had had to speak to the agency when some aspects of the care plan had not been followed, for example in relation to domestic tasks. One person summed this up: 'Generally speaking they followed the care plan, but there is always room for improvement.'

People who used the service confirmed that they felt safe in the hands of Starr Care staff, though one person mentioned that they did not always feel safe with new staff, who they did not know.

On the overall quality of the service, one person told us they had been using the service for nine years and were 'Very pleased with them', describing the staff as 'Mostly excellent.' Another person commented very favourably on three named members of staff, and this was passed on to the agency for their attention.