Archived: MiHomecare - Solihull

We found that sufficient actions had been taken to improve staffing arrangements within the service. We also found actions had been taken to review care records so they contained clearer information to ensure people's needs were met.

We found that quality monitoring systems were still in the process of being developed so had not been fully implemented. This meant we could not establish a full picture of the views of people or their representatives about the service.

Relatives we spoke with about the staff and the service were positive in their views. They told us: 'They tend to be very good.' 'I am more than happy.' 'They are very helpful, pleasant and professional.'

We looked at the care records for six people and saw that people had been involved in making decisions about how they would like to be supported. We spoke with six people who were either receiving care or the relatives of people receiving care. People and relatives were generally positive about the care and support being provided. They told us: 'They are pretty good on the whole.' 'I am happy with the care.'

People were positive about the staff. They told us: 'On the whole they are very good.' 'I am very satisfied.' We found there was sometimes an inconsistency in the staff visiting people and also in the times they arrived.

There was a complaints system in place and people told us they felt at ease to approach the agency with any complaints.

The agency had recently registered with us so were going through a period of transition. This meant there was some inconsistency in the care plan records and in the detail of what staff should do during their visits. We found that quality systems were in the process of being developed and were due to be implemented. We therefore will review quality in detail during our next visit to this service.