Archived: Housing & Care 21 - Solihull

We spoke with five people who used the service or their relatives. We asked people about their experience of the care provided. People told us they were happy with the care they received and had no concerns about the service. One person said, 'My relative is happy, one carer in particular is very good and always talks with her and sings with her.'

We saw that each person had an assessment of their needs and a plan of care based on the person's individual requirements. We looked at four sets of care records to see how people were being supported. We saw that each person had a daily care plan. The daily plan contained detailed information about the times people wanted to receive care as well as the type of support they required. Care plans and risk assessments were regularly reviewed and updated.

All the people and their relatives we spoke with said they felt safe with the care workers that visited them. One person told us, 'They are like friends.'

Staff told us they received training to assist them to meet people's specific needs safely and effectively.

The service had processes in place to monitor people's views about the service offered. We saw that the provider had recently sent customer satisfaction surveys to people who used them. We saw that a high percentage of people had expressed their satisfaction with the care they received.

People that we spoke with said that they and their relatives were involved in agreeing and planning their care. We found that people's views and experiences were taken into account in how the service was delivered.

People told us that their needs were being met. One person told us, 'They do what I want and they always ask if I need anything else.' We found that people experienced care, treatment and support that met their needs and protected their rights.

People told us that they felt safe with the staff that visited the. One person told us, 'I feel safe and confident with the two staff that visit me. I am in a wheel chair, so I need to have confidence in the staff.' We found that the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

People told us that they had no concerns about the staff that visited them. We found that people were cared for by staff that were supported to deliver care and treatment safely and to an appropriate standard.

People that we spoke with were confident that their complaints would be listened to and acted upon. We found that systems were in place to investigate people's complaints.