15 May 2012
During a routine inspection
We visited the agency's office and met the manager and some visiting carers. We
looked at the agency's training programme, some care records, staff files and quality
assurance documents.
We telephoned people that used the service and spoke with them about the service they received and their views were recorded. We telephoned care staff and discussed their views of working for the agency and the training and support they received.
We received mainly positive comments from people that used the service and from the staff. Staff members told us that they felt supported whilst out in the community and their training was sufficient to do their job. One staff member told us "I really enjoy the job, sometimes the visits can be a bit rushed in the time allowed but this can be altered if we contact the office. I had a full induction and completed the training before I shadowed another member of staff in the community. When I felt confident I was allowed to work alone."
One person that used the service told us "The staff are courteous to my husband and always very polite, I think they are marvellous. We are much happier now we have regular carers and they do their best to arrive on time."
One relative told us "I am happy with the care, the carers are reasonably punctual but always polite. I had to ring the office once and the staff were very helpful. We dislike having lots of different carers attending but the agency have improved that recently. I have no complaints about the care, the staff go that extra mile."
We evidenced that the agency was compliant in the five outcomes we looked at.