2 October 2012
During an inspection in response to concerns
We spoke with three people; they said that staff were respectful when entering their home. They told us staff were polite and provided care in the way they preferred. For example, one person told us that staff took time to listen to them and enabled them to do the care tasks they could for themselves.
One person told us that there were a number of people who visited them each week and they found this hard at times as they had to repeat what they needed. For example, in the week we spoke with the person they had nine different care staff coming into their home. Another person told us they had two regular staff who they said "were very good".
We asked people we visited what they thought about staff. They told us that it was difficult letting someone come into your home but they felt safe with staff.
Another person told us that they felt the agency had improved, they told us care workers seemed well trained. We were told that if care workers were going to be late they always had a call from the office informing them. One person told us that in the past they had not received calls from the office but this had improved in the last 12 months.
We asked people if they knew what to do if they were unhappy about the service. One person told us they would speak to the care coordinator and another person told us they would ask their relative to speak with the agency.