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Dimensions East Anglia Domiciliary Care Office Outstanding

All reports

Inspection report

Date of Inspection: 24 July 2013
Date of Publication: 23 August 2013
Inspection Report published 23 August 2013 PDF | 80.92 KB

Overview

Inspection carried out on 24 July 2013

During an inspection to make sure that the improvements required had been made

We spoke with or visited ten people using the agency. We also spoke with nine relatives of other people using the service. People told us that staff supported them with the things they wanted to do and tried to involve them in decisions about their care. For some people this included using photographs and two people had made videos of their discussions about their support. One person said, "Staff ask me about the kind of things I would like, what I want for my lunch and where I'd like to go." One person told us, "I'm happy with everything and I've got no complaints. They're all pretty good." Another told us about their support and said that the staff "...have got used to me." Our discussions with staff showed that they were aware of the needs of the people they supported, how to keep them safe and how to communicate with them.

Relatives spoken with were satisfied with the care that people received. However, it was clear that some felt this had not always been the case and that they had needed to complain in order to improve things and one was concerned that staff were not always available to provide the care expected. One relative described what they felt had been a 'rocky ride' with the agency. However, most felt that, where they had complained recently, improvements had been made. One said that there had been "...a lovely progression, to the point where it's working really well." Relatives and people spoken with knew how to complain if they needed to.

Systems for assessing the quality of the service, supervising and appraising staff and for maintaining records had improved since our last inspection.