We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.We used telephone interviews and home visits to people who use the service and carers and to their carers (a relative or friends) to gain views about the service. We spoke on the telephone to eight people who use the service and one carer and visited two people in their own homes.
All the people we spoke to were very satisfied with the quality of service and felt safe receiving care. People were positive about the skills of the staff who visited them. Most people described their care as 'very good'.
All the people who used the service said they were treated respectfully. People said that care workers understood their rights and the need to have their dignity and privacy maintained.
People said that their care was highly personalised and that they were always called by their preferred names. Everyone we spoke to said their care workers took time to get to know them and understand their needs and preferences, and supported their independence. One person said, 'The staff help me when I want help but they always encourage me to be independent as well' Other people told us, 'They are wonderful with mum, they speak to her always in a reassuring manner that keeps her relaxed' And, 'I have a carer that knows what I want and how I like it to be done, she is fantastic'.
Everyone was aware of their care plan and the information it contained about them. People said that care coordinators and managers came to visit and review their care regularly. People also said they gave written consent to changes in their care.
We spoke to the registered manager, acting branch manager and care coordination staff at the office. We also spoke to five care workers who visited the office during our inspection and one care worker on our home visits. Care workers were positive about the training and the amount of support they received to do their jobs.