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 postal surveys, telephone interviews and home visits to people who use the service and to their main carers (a relative or friends) to gain views about the service.
We visited five people in their own homes as part of this inspection and spoke with them about their experiences of the support they had received. We also spoke to the relatives of two people who received a service, five members of staff and the manager.
The expert by experience spoke with 15 people over the telephone.
Every one of the people spoken with told us that their care was personalised to their needs and that their privacy, dignity and independence was respected. For example, a relative said, 'My husband really likes X and X' ' referring to his care workers. 'I think it's because they are older. They have a little chat, encourage him to do things. They are very good at respecting his privacy; put towels round him to cover him up when helping to wash'.
People's preferred names were used even when there were changes in care workers.
A few people could not recall the detail of their care plan or if they had been involved in discussing and reviewing their care with the agency. However, none were concerned about this, said that they were happy with the care they received and knew how to contact the agency if they wanted to change or discuss their care needs.
All but one person that we spoke with felt that staff were well trained and understood their needs.
People told us that they felt safe and if they had concerns they would speak with a family member, friend or somebody from the office. For example, one person said, 'Oh yes I feel very safe. I would ring the manager if concerned'.
Everyone that we spoke with told us that generally, they were happy with the service they received and that in the main care workers were reliable and friendly.