7 June 2011
During a routine inspection
People told us:
'The carers stay for the full time that they should. The carers sign a book and I sign the time sheet'.
'Sometimes they don't come every day, or stay all the time'.
'The agency lets me know if the carer is going to be very late but they mostly come at the right time'.
'They are often late. Sometimes the carer comes at 6pm or 6.30pm but it should be 5pm. The carer comes by bus and this can be unreliable'.
People told us that they had mixed views about whether their care needs were being met by the agency.
People told us:
'I almost always get the same carer. I have used the agency for two years and I am very happy'.
'I would like a more mature care worker'.
There are 3 or 4 different carers. They are young. They don't do that much'.
People told us that they felt confident to raise any concerns that they may have about the service and that actions are taken in response to these. Other people had not had to make any complaints. People told us that there were given limited opportunities to provide feedback about the quality of the service that they received.
People told us:
'The care coordinator comes to my home and I can tell her if there are any problems'.
'I do not have any problems'.
'I have not been asked to fill in a survey'.
'I have not seen a survey from the office. Sometimes a manager calls to see how things are'.