9 October 2013
During a routine inspection
People who used the service or others acting on their behalf who paid the provider for the services they received, knew how much they were expected to pay and understood their obligations and responsibilities.
People told us that on most occasions they were cared for by the same members of staff. One person said 'Oh yes I have the same staff every day most of the time apart from when they are on holiday.' People told us staff were very never late for a call. One person told us 'The carers always arrive when they are supposed to.' Another person told us 'If staff were going to be delayed we would be informed by office staff.'
People knew senior staff well and received regular visits from them and they kept in contact by phone. One person said "X turns up to help the girls out sometimes."
People were able to feed back on the quality of the services provided by staff. They talked about the performance review questionnaires they had been asked to complete. One person said 'Oh yes I regularly get asked to fill one of these in.' Another person said 'I often get a call from the girls at the office to find out how things are going.'