Archived: Croft Care Services (Huddersfield)

Feedback from people using the service and their relatives was mixed. Some people told us they were very happy with the service but others had concerns about the care provided and felt there were still improvements needed.

People's main concerns were about care workers not arriving at the agreed visit time and/or not always staying for the agreed length of time. One person told us "They usually let us know if they are running late. It can't be helped sometimes.'

Everyone we spoke with told us they knew how to complain. Seven of the twelve people we spoke with said they had never needed to complain about the service. The two care staff we spoke with both told us they thought people using the service knew how to complain, and felt most would do if anything wasn't right.

People who had raised issues or made complaints told us these were not always acted on. One person said their daughter was going to write a complaint letter on their behalf.

Most people told us they always had the same carers and preferred that. Others said they did not always get the same carers and never knew who was going to turn up.

The two care workers we spoke with told us Croft Care Services was a good company to work for and felt the service they provided was good. They also told us they were up to date with their training and felt well supported by their managers.

Their comments included -

'Things are better now; we have more managers and less people using the service.'

'Staffing is more settled now. Before people were often leaving after a week or two.'

'We're not rushing around like we used to. It's nice to have more time for people.'

'I'm quite happy working here - no concerns.'

The three care workers we spoke with told us Croft Care Services was a good company to work for and felt the service they provided was good. They also told us they received comprehensive induction training when they started and they felt well supported by their managers. Their comments included -

'It's a good company, I enjoy working for them'.

'The managers are helpful; I have no complaints'

'I always ask people what they would like'.

People using the service and their relatives all told us they had concerns about the care provided by the agency. They told us care workers often did not arrive at the agreed visit time and did not always stay for the allocated time. One person told us 'They're in a rush all the time; they seem to be under pressure'.

One relative told us they were concerned for their relative's safety when the care workers visited them in their home. Everyone we spoke with told us they knew who to contact if they had any concerns, but that these were not always acted on.

People told us they did not always get the same care workers to provide the care and they would prefer better continuity of carers. One person told us they preferred not to have males caring for them and they had made the agency aware of this; however, the agency frequently sends them a male carer.