Archived: Housing21 - Blackburn

'They are brilliant.'

'They always ask if I need anything further before they leave.'

'It is a pleasure to see them, they are excellent.'

'I think they tailor the carers to each individual, the service is very professionally run.'

We were told by people using the service the staff were friendly and knowledgeable and they looked forward to their visits and had confidence in their abilities. People said that staff were respectful and always checked with them before supporting them or delivering any personal care.

There was evidence to confirm people always knew who would call to support them, and the timings of calls were regular, comments included:

'You can set your watch by them'

'If ever they are running late I always receive a call.'

'We receive a list every week of who will call and if it changes they always tell us either by e mail or a telephone call.'

This is important as people need to feel reassured that when a carer is due to attend that they do so in a timely manner and that any unexpected changes in the arrangements are communicated

Comments from people receiving the service indicated the service provided was reviewed and evaluated at every stage, this ensured the service was appropriate and met individuals needs.

People told us that they received support with their medication when they needed it and that the staff always left them feeling safe.

People confirmed they were involved in developing a support plan, which told staff about them and how they required support. Everyone had a copy of their plan, which they kept in their home. They told us the manager from the agency came to see them and talked to them about their plan and ensured they agreed with the content.