People said someone from the agency had visited them to find out what assistance they needed and whether they would be able to provide it. One person said, 'I was told in hospital, a woman came to see me and explained it all.' People told us they felt care workers respected their privacy and dignity. One person said. 'Especially my regulars and I have not said no to having gentlemen carers helping me, they have been respectful.'
Everyone we asked told us they were happy with the service they received most of the time. People referred to being happy when they had their regular care workers but they did say there were problems when different care workers came to them who didn't know their routines. One person said, 'I have had three different carers come in four days, they are a bit timid as they don't know my routine.'
Four of the five people we spoke with said the care workers didn't always stay for the full length of the visit. One person said, 'Depending on what is happening sometimes they leave a little before time.' They told us care workers were fitting in extra visits and they 'had to accept it.' Another person said, 'The other day I had a carer who only stayed for five minutes, I am meant to have a 20 minute call.' A third person said, 'They keep watching the clock as they need to get somewhere else.'
We asked people if they felt safe when care workers were in their homes and they said that they did, and did not feel they had ever been put at risk. We were also told that care workers always followed the agreed procedure for entering and leaving their home. They said care workers always wore a uniform and had an identification badge with a photograph on.
Another person told us their morning call was scheduled for 7 45 a.m. but sometimes it did not take place until as late as 10.00 a.m. They said, 'I have to do what I can then I have to leave it until someone arrives.' The person said they had been told the reason for the calls being late was because the agency was having problems finding care workers.