29 June 2012
During a routine inspection
People we visited told us they have the usual support workers. One person said, 'There's about eight staff that visit me, they're my regulars'. Another person said, 'The highlight of my days is the carers' visits. I like them all as much as one another. All the care staff are lovely, polite and respectful, they treat me really well'.
Relatives told us they had no problems with the staff that visited their family members. We were told that the agency asked relatives for information about their family members. This was transferred into their care plans so staff had information about how their family members wanted their care and support to be provided. One relative said, 'I have written a care plan about how dad wants to be cared for. Direct Health used this to write a more detailed plan that staff can follow. It tells them how to care for him'. Another relative told us, 'The agency asked us to provide information about his needs this is included in his care plan. The care plan has taken months to complete. It's fine but it isn't complete as there's more information we want added. But they have revised it as we've gone along.'
Relatives told us that that staff were flexible, supportive and caring when providing care to their family members. One relative said, 'I can sum it up in one sentence. Absolutely brilliant. They're really flexible and come when I need them'
People told us they felt safe in their home. They had arrangements in place for staff to gain entry and to keep their home secure when they left. A person said, 'I trust the staff and know whose coming. I get a rota telling me who's visiting. If I don't recognise them I don't let them in.'