10 September 2012
During an inspection in response to concerns
One person told us "They are generally very good and kind when they are here". Another person said "I like my regular carer, they respect my privacy and dignity very well".
A relative also told us that they spoke to the office regularly but 'Could not always get an answer.' Five people told us they had raised concerns with the Clacton branch around the missed and late visits, but they were generally happy with the care they received from the carers whilst at their home.
People told us that they were aware of their care plans and confirmed that they were receiving the care they needed. One person told us "I am generally quite satisfied. On the whole the care is very good but they can be late sometimes." Another person told us that they had concerns as their relative had experienced a number of late and missed calls.
The staff were described as "Polite, well mannered and respectful", and that when assisting the service user they would keep them and the relative informed of the assistance provided, or, if something was not possible, for example due to health and safety, or moving and handling procedure, they would explain this fully, not just refuse to help.
People who used the service of the agency told us that staff did not always turn up on time, however they felt they knew how to carry out their job roles. Comments received included, 'I feel the staff are well trained but some have more experience than others', 'The staff know what they are doing, you can tell they have had proper training' and 'New girls (staff) come with experienced staff when they first start work'.
One person we spoke with told us "The staff are good but they are late sometimes which is frustrating as I like to know who is coming.' Another person said "All the care I have is very good I do not worry about them being here."
People told us that staff had knowledge and skills to meet their needs. Two people and a relative described how well they or their relative was cared for and that staff understood well that person's specific conditions.
Staff were reported by one person as 'careful' and 'understanding'. Additionally we were told "When two staff come it is helpful to have the same staff on shift', thereby improving continuity of care which was very important for them.
Some people did raise concerns on issues regarding their multiple calls and increased missed or late visits and the weekend service, wanting regular schedules to show who would be providing their care.
People using the service and their relatives who we spoke with told us that they were in regular contact with the agency and that they were encouraged to express their views about the agency either directly, through monitoring visits, or through a yearly questionnaire/survey. One person recalled that they had taken part in a customer survey but they had not been part of one recently.
People we spoke with stated they knew who to speak to if they were unhappy with the service and some confirmed they had received written guidance on how to make a complaint.
One person told us that as far as they were concerned, they would soon tell the service if they had any problems and had done on more than one occasion. They also told us they were unhappy with the way it had been dealt with and felt that the manager and office staff had not listened to the concern.
Two people told us they had lost faith in the service and would be seeking other care providers as they felt their concerns had not been heard or responded to appropriately.