All inspections: SAGA Homecare Birkenhead

Before a service commenced, a full assessment of people's needs was carried out including an environment risk assessment, a task and situational risk assessment and a moving and handling risk assessment. A plan for the person's care was drawn up and agreed with the person.

Information about the agency was provided in a 'service user guide'. This gave people details about what they could expect and a 24 hour contact phone number. It also gave the names and contact details for people who would deal with any complaints or concerns. People we spoke with said that they would contact the office with any problems.

People we spoke with were happy with the service they received. People told us:

'I can't find any fault with them, they are wonderful.'

'My main carer is superb, so kind and thoughtful.'

'My main carer is wonderful, she does everything I want her to do.'

'If they were a football team they'd be top of the league.'

New members of staff completed a full induction programme and all staff were required to update moving and handling training annually, and other training every three years.

One person told us that they were very happy with their regular carers but had not been satisfied with a couple of other carers who had visited them. They had contacted the office and the carers had not been sent to them again. Detailed records of any complaints received were kept and showed the action that had been taken to investigate and address the complaint.

A customer satisfaction survey was carried out in 2012 and 97% of people who responded rated staff as good, very good or excellent in terms of 'listening to what they had to say and meeting their needs as assessed in their care plan'. A comment from a relative was 'The staff at Saga Birkenhead branch provide my mother with the care and continuity that she requires'. Another person wrote 'Since swapping Grandad's care package to Saga Homecare we have seen a big improvement in his well being. He's clean, tidy and dressed and is brighter for eating properly'. Other comments included 'I think your girls are pleasant and easy to get on with. I really have no complaints, thank you for a good service'. One person who used the service wrote that the staff 'will go out of their way to make sure we are alright before they leave'.

We saw that new staff completed the company's induction programme and thereafter were required to update moving and handling training every year; safeguarding, medication, health and safety, infection control, fire safety, emergency aid, and food safety were updated every three years. The records we looked at confirmed that this took place. The satisfaction survey recorded that 98% of people considered that staff were always or mostly punctual and clean and tidily dressed. A number of very positive comments were made including 'I have found that all the girls are very polite and always have a smile and hug which is nice, always pleasant to talk to'.

When we visited the agency's office on 20 October 2011 we saw a number of thank you cards and messages that had been received recently. These included:

'I was happy with the care my husband received, each carer treated him with respect, but a special mention for 'T' she always listened to the stories he told her many times but she did not indicate she had heard it all before and I do believe the chats helped him get back to being more like his old self.'

A social worker reported that Mr and Mrs P asked her to pass on their compliments. They are very pleased with the agency and the carers are very good with 'J' and he has settled really well. He cooperates well with the staff which has been a major issue in the past with other agencies.

Telephone call from Mr H to say that the carer who went this morning was absolutely excellent. He was not feeling well all weekend and the district nurse failed to attend but this morning the carer arrived and helped him with his personal care which made him feel much better and he wanted us to know how pleased he is with her.

A wide-ranging satisfaction survey was carried out in June 2011. 50 surveys were returned and 47 people were either satisfied or very satisfied. 48 described the carers as trustworthy, courteous and polite, and said that they are always or mostly on time. 95% considered they receive 'a personalised service that is tailored to their specific needs'. 38 people indicated that care workers always meet their needs as assessed in their care plan and 8 people chose 'mostly'.

The survey results recorded all of the comments that people made. These included one person who was very dissatisfied and their comments suggested that there were many problems going on for this person at the time. Another person considered that communication between carers and the office could be improved. Other comments were predominantly positive and included:

'My mother seems very satisfied but says that sometimes carers are up to 30 minutes late'

'Brilliant service'

'Due to my eyesight being poor I have not been able to read the service user guide and I would welcome a visit from someone to discuss my situation'

'Very occasionally the carers come a bit later than we would like. Otherwise my mother is extremely happy and likes all of the carers.'

'A' is a specially competent carer, goes out of her way to find helpful things to do. She does everything meticulously, making me extra comfortable.'

'Your care company is the best after my experience with other companies.'

'It can be a worry when her regular care worker is away.'

Archived: SAGA Homecare Birkenhead

All Inspections

3 September 2013

During a routine inspection

11 January 2013

During a routine inspection

11 November 2011

During a routine inspection