18, 23 July 2012
During 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, a person who has personal experience of using or caring for someone who uses this type of care service.
We used postal surveys, telephone interviews and home visit to people who use the service and to their main carers, a relative or friends, to gain views about the service.
People who spoke with us felt care workers treated them with dignity and respect. They also told us care staff respected their decisions in relation to day-to-day tasks.
All people who spoke with us agreed the care staff met their individual needs and that the care workers were friendly and the agency was providing a good quality of care. People told us there was a high level of stability and were regularly attended by care workers they knew. They also said it was very rare that the agency sent them a care worker that they did not know. Some people had live-in carer workers, which meant that there was a continuity of care and care workers knew the people they looked after well.
All the people we spoke with us were very appreciative of the good care they received and felt it was carried out professionally. One person said:' Bikur Cholim does a very conscientious and efficient job' and 'they are very careful who they employ'.
People who use the service and their relatives agreed they had been involved in the setting up of the care and were consulted by the agency about how it should be provided. They commented on good communication between them and the head office.
People who spoke with us felt the care workers were well trained. They also told care workers were aware of Jewish customs and religious holidays, which meant they were able to support people in their Jewish way of life, including customs and traditions. One person said: 'care workers know our dietary laws and holidays and Bikur Cholim trains them well' . Another person told us: 'they are respectful and do not talk much on Saturday'.
All people who spoke with us told us they felt safe when their care staff were around and that they were protected from abuse.