We discussed the service provided and they told us that the carer was aware of what support was expected and required. They were satisfied that the care provided met the agreed level of care in the contract and said “they do everything that we ask them to do”. The timing of visits was “convenient” to the person receiving support and one person told us that they would rate the reliability of the service as nine out of ten. We talked about the plan of care and people were able to tell us what support was provided although they disagreed as to whether the support or level of support had been reviewed. People confirmed that the carer ensured that the person’s consent was given before support was provided.

People were not sure if they had received a copy of the complaints procedure although they told us that they were given a file by the agency, which contained information and was kept in the person’s home. If they had any concerns they said that they would “just ring the agency” although people said that there had not been any reason to do this. When asked whether they were comfortable and felt safe with the carers that provided support we were told that they were “very satisfied”. People were complementary about the conduct and manner of carers and described them as “very caring and modest”. Carers demonstrated a professional manner and knew what they were doing. People disagreed over whether any one from the agency contacted them to check if the service provided was still satisfactory. However, a relative said that the agency kept them informed about the care provided.