31 May 2011
During a routine inspection
People said that they had a copy of their own care records at home and felt that the agency had fully involved them in planning their care. Another person commented that they had been given all the information they needed from the agency.
People said that the agency had fully included them in all aspects of their care before starting the service. They said that they had discussed and signed agreements with the agency about the support that they needed.
One person said that they felt fully in control of their care package, and commented 'I have a small team of regular staff who know my needs very well. It works really well because I choose who does what.'
One person said, 'I can let them know what I need and they understand. We have a very good working relationship and they are very flexible to meet my times and needs.'
People told us that they got good support with their nutrition, if this was part of their care package. One person said, 'They are a big help with meals. No matter what I ask them to do, they do it the way I want.'
Several people commented positively on the joint work between the agency, social services and health care professionals to make sure they received the support they needed.
Everyone we spoke with commented that staff were punctual, and that they had never failed to receive their service. One person told us, 'They're bang on time.' Another person said, 'We have a very good working relationship. If I'm going not going to be at home I can let them know, and if they're going to be a bit late because they're held up with someone else they always let me know.'
Everyone we spoke with confirmed that the Heritage Healthcare agency checks on the quality of the service it provided to them. One person told us, 'The manager comes out to check everything is ok. I'm very content with that.'
The people we spoke with said that they had all the information they needed about the agency, including how to make a complaint. People said that they would feel comfortable about contacting the manager or office staff to discuss any concerns.