Archived: Direct Health (Telford)

People who used the service and staff reported that since the manager had been in post things had generally improved at the branch.

People told us that staff treated them with respect and always ensured their dignity was maintained. People also told us that they felt that the support they received from the service met their needs. Comments included, "The staff are all very good" "I am happy with all they do for X. They do all that we expect from them". "They are all very nice people".

People told us they had a copy of their care plan in their home. People told us that over the last few months their care workers had not always arrived at the agreed time and they were not told of changes by the office.

There were proper measures in place for the protection of children and vulnerable adults.

The provider sought people's views periodically and completed assessments of risks to assess and monitor the quality of the service provided.

People said they were treated with respect and their privacy was maintained. They said the staff were always polite and very helpful. We asked what they thought of their care and they replied with comments like 'They do a good job' and 'I couldn't fault them'.

People told us that they felt able to raise any issues with the manager or staff should they have any concerns. Staff talked of their awareness of how to keep people safe from harm. They told us about the training the service had arranged for them so they would recognise abuse and how to report it.

People told us staff were punctual and reliable. People's relatives told us that staff were always friendly and professional when they visited. One person said the staff were 'Very punctual' and another said they were 'So patient'.

People we spoke with said their comments were listened to. Relatives said that they would not hesitate to talk to staff if something was wrong.