17, 18 July 2012
During an inspection in response to concerns
We visited four people and we spoke with three people and one relative about their experiences of the agency. People we asked told us staff were respectful and they were not frightened of being left alone with the staff. The relative we spoke with said the regular staff that came to their home to deliver personal care were skilled.
People told us about the inconsistencies with staff. We were told they did not have a regular core of staff and they were not told in advance of the visits the name of the staff that was going to visit. People told us staff were often late and there were missed visits. One person told us 'I know the office telephone number by memory because I get agitated when they don't turn up at night'.
We were given examples of staff not knowing people's care needs and how to meet their needs. One person told us that only one member of staff knew how to care for them because they knew about their preferred moving and handling techniques. Another person told us only one of the staff who cared for them knew how to support them with their pain relief medication.