MANAGEMENT at Barry based care company 1st Grade Care has spoken out for the first time since it came under fire by BBC investigators earlier this month.

1st Grade Care, based in Ty Newydd Road, was accused of gross failures – with one ex-employee recounting an incident where they were ordered to leave an 82-year-old woman on the ground after a fall in order to make it to their next appointment on time.

The Vale of Glamorgan Council – who contract 1st Grade Care – said that due to "a number of issues being raised" they had put measures in place to monitor the company.

A 1st Grade Care spokesman has now responded to the Week In Week Out documentary saying that it made "difficult viewing", but that as a company they have "worked hard to improve things".

"Some of the facts in the program around rotas we recognise were areas we needed to improve," the spokesman said.

"We've worked hard to address these issues over the last 18 months - introducing new systems and investing in new computer software to manage appointments better."

As well as holding their hands up to certain problems within the company, people have also defended the company regarding other accusations.

The spokesman said that, after investigating, their version of events "did not match that of the BBC documentary".

He added that the company has received "dozens of calls from clients and ex-employees" who expressed shock at the documentary, in that it did not reflect their experience of 1st Grade Care.

Client Chris Lerway, along with wife Cheryl, has been a 1st Grade Care service user since February 2012. After watching the documentary he has spoken out on behalf of the company.

Chris said: "It was not comfortable viewing. But what surprised me is this was not the 1st Grade Care we know – the program didn't match our experience.

"1st Grade Care provides me with what I need, how I need it and I found it hard to believe it was the same company."

Chris has been cared for by the same support worker, Caroline Richardson, for the last 12 months.

"Caroline is sympathetic, caring and compassionate," he said: "She's been coming for 12 months and that continuity is important.

"Some of the incidents mentioned in the program have to come down to individual responsibility as well. Caroline would never have done that'."

Care worker Caroline said: "Like Chris and Cheryl I was surprised by the program. The company has policies in place, and the workers in the program can't have followed them.

"I recall a time I was working on Black Friday in 2013. There was an accident, and I stayed with the victim for five and half hours until the ambulance got there.

"The company supported me 110 per cent. It's company policy to stay with someone until the ambulance comes, so I can't understand why the care worker in question hasn't done that.''

The company continues to invest and work hard towards the next Care and Social Services Inspectorate Wales (CSSIW) report, and says that there have been significant improvements.

The Vale council said: "Several actions were identified for the provider to undertake and an action plan was agreed. The position has continued to be monitored and there is evidence that the provider has responded to issues of concern."