Archived: Carewatch (Chester)

'We have care plans and we are involved in the care plan from the beginning and it is reviewed on a regular basis'

'Our personal care is carried out with privacy respect and dignity'

'They are reliable if they are going to be late they will phone us'

'They are like friends'.

'We mostly have the same carers coming in'

'The girls themselves are lovely'

'We feel safe with the carers coming into our home'

'They are all very trustworthy'

One person had concerns about the times that staff came to support their relative. We discussed this with the manager who was aware of the issues and was to take steps to address this.

This visit found that the service promoted the wellbeing of people and had taken steps to ensure they are protected from harm. We found that staff had been recruited correctly and that there were a number of ways that the agency monitored the quality of the support it provided. We found evidence that when complaints were raised, the agency investigated these appropriately.

During our inspection we saw evidence that the agency had safeguarding vulnerable adults procedures in place. We spoke with three members of staff who told us they felt supported by the agency and we saw evidence that demonstrated staff had received training and supervisions to provide them with the necessary skills to care for people using the agency. One relative we spoke with was unhappy with the service partly due to staff occasionally being late. We saw evidence to show that the agency had taken account of this complaint and other comments to improve the service.