We spoke to people who use the service and their carers over the telephone. They told us that before their care started with All Seasons a member of staff from the agency visited them in their home to find out about the support and care that they would need. They said that they were asked lots of questions about their past history, medical conditions, the medicines that they took and how they would like to be cared for. Some people said that the care and the support they received was good other people told us that they were not very happy with the service.
This is what people said,
'They go that extra mile for my wife they do things that they don't have to'.
'They don't cut corners when they help me. They do what I need'.
'They did some sort of care plan when they first came but no-one ever looks at it'.
Other people told us that they did not have a care plan.
'Every time someone different comes to give me care I have to explain everything from the beginning. I asked them if they knew anything about me and they said no. They did not know what to do'.
'The staff had no information about my relative they didn't know how to dress them in the way that suited them best and they did not know how to make sure they were sat up properly'.
Staff told us they how they cared for individuals and said that they relied on verbal communications with their colleagues to get information for them to meet the person's needs. They said they use their common sense. They told us that if they had any questions or concerns about the persons care, they rang the office to speak to a senior staff member who made sure they were given the information they needed.
People told us that they felt safe when the staff came to visit them. If they did have any concerns they said they would contact the agency's office and speak to someone senior.
They said they could discuss any concerns they had with the staff.
Some people and their carers said that they had the same staff support and care for them on a regular basis.
This was what they told us
'The girls are fantastic. They are like good friends'.
'If they are going to be late they ring and let you know'.
'They always stay for their allotted time. They don't rush me or make me feel like I am holding them up from their next call'.
Other people told us,
'They keep changing the staff who come and see me. I just get to know them and they get to know me and how I like things done and suddenly they are gone. No explanation is given'.
'Some times they are bit late. I don't mind waiting half an hour. They seem to have a shortage of staff at weekends. One Sunday my relative had to wait for 2 hours. That means they were in bed for almost 14 hours'.
People told us the staff were kind and caring.
Some people told us that the staff were well trained and others told us they needed more training to make sure they received the support and care that they needed. They said it depended on which staff came to visit.
'Some staff are very good and know what they are doing. Others don't seem to and I have to explain everything to them'
'When some of the staff come in they don't know what to do. I feel sorry for them'.