Archived: Ethical Care Resources

People told us they had been given written information about the services the provider offered. One person said, 'I was visited by a senior member of staff before the service started and provided with useful information about the agency, the range of services they provided and the complaints procedure." Another person said " I am pleased with the service I receive from the agency, the staff have never let me down and always do what I ask of them." Everyone we spoke with confirmed that they knew how to raise concerns about the service if they needed to, and felt comfortable contacting the manager if they had any concerns.

In addition to the manager we spoke with five care staff employed by the agency. The staff told us they enjoyed working for the agency and always provided care and support in line with their agreed care plan. Staff also told us there were clear lines of communication and accountability within the agency and they were supported through a planned programme of supervision and training.

People told us they had been given written information about the services the provider offered. One person said, 'I was fully involved in planning my care and staff listened and acted on what I had to say.' They confirmed their support plan was kept in their home and staff read it before providing care and support.

We spoke with three staff and they told us they enjoyed working for the agency and always respected people's rights to privacy and dignity when providing care and support. They also told us they helped and encouraged people to retain their independence and provided care and supported in line with their agreed support plan. However, we found the agency did not have satisfactory systems in place to ensure staff received the training and support they required to carry out their roles effectively and in people's best interest.