28 June 2012
During a routine inspection
People said they were involved in making decision about their care and support. One person told us, 'The staff talk to me while they're providing care and ask me how I want things done.' People also said the staff were courteous and caring. A relative told us, 'The staff are very respectful and they never order my relative about or try and take over.' Another relative said, 'The staff are always punctual and polite.'
People told us they would speak out if they weren't happy with the service. One person said, 'I've never, ever had a complaint about this agency. But if I did I would phone the office.' A relative told us, "If there any issues or anything to discuss I am on the phone to XXXX (one of the owner's). I always speak to her personally as she is very good and very approachable and she knows my relative well.'
People said they were happy with the staff team. One told us, 'The staff are on time and in and out and get the job done, but they don't rush me. They are so good and caring.' Another said, 'The staff know exactly what they are doing. I trust them completely.'
People told us the providers contacted them regularly to get their views on the service. One person said, 'They phone me up to make sure I'm ok and happy with the carers.' A relative told us, 'The people who run the agency are very involved and they make sure everything is going smoothly. They keep an eye on things and I have total confidence in them.'