11 October 2011
During a routine inspection
We Looked at the quality questionnaires that the agency sent to people as part of their monitoring of service quality.They showed that people who use the service made positive comments about the service. We did not speak directly to them.
They told us they felt respected, safe and were involved in daily decision-making about the care they received. They said staff were approachable, listened to their views, acted on them and treated them with respect.
All commented that the agency were in contact by telephone and regularly visited them, asked them what they needed and they felt they were getting the service they wanted. They said it was regularly reviewed, updated and delivered on time.
They found staff friendly, competent and prepared to adapt their working practices to provide a good quality of service.
They were also aware of how to make a complaint and who to.