People told us they felt able to express their views and some people had been involved in making decisions about their care and treatment. Not everyone spoken with was aware of or had seen and agreed their care plan, although they all knew a file was kept in their house. One person told us the care workers did not always deliver care as agreed as they did not appear to know what they should be doing, and some staff had to be instructed several times before the person was satisfied with the service delivered. Another person told us the care plan which had been viewed by care workers at the office was a number of years out of date.
People told us that although they were given a weekly rota, they did not always know which care workers would be visiting, as there were gaps on the rotas. They said the service sometimes contacted them to tell them which care worker would be covering the call, but often they had to ring the office themselves.
A number of people told us they often experienced difficulties when they contacted the office. They told us although their call was always answered, there were times when the person they needed to speak with was not available and they requested a call back. People told us they rarely received a call back, which meant they had to call the office again.