11 May 2012
During an inspection in response to concerns
We decided to check this service because people contacted us to tell us they experienced problems with 'missed calls' by agency staff.
We made an unannounced visit to the agency office on Friday 11 May. We spoke with the care manager and two care workers. We looked at the care records of three people using the service and some other records relating to the management of the agency.
We spoke with four people who use the service and one relative of a person using the service.
Most people commented that staff were polite and courteous and treated them respectfully. Most people said they received a safe service form the agency. One person told us they did not always feel confident that all the staff knew what they were doing.
We were concerned that people's information was not always treated confidentially.
We found that arrangements were not place to make sure people get safe and appropriate care.