All inspections: South Birmingham Care Services

At the time of our last inspection, we found that the provider had not been compliant with regulations regarding staff availability and record keeping. The findings of this inspection identified that improvements had been made in these areas.

Eight people were using the service at the time of our inspection. Four of these people were receiving personal care and all paid privately for the service. We spoke with a person using the service, the friends and relatives of four people and the staff that were supporting them.

People told us that they were happy with the quality of care provided and that it made a positive difference to their lives. They told us that care and support was provided that met their care and support needs. A relative told us “It is outstanding that the agency offer personalised care. They look after my relative as a whole person and her health has improved because of this.”

People using the service had opportunities to express their views about the service they received from the agency. They told us that they were involved in the planning of their care and support needs. This was so that they could maintain their preferred daily routines whilst using the agency.

People told us that staff had a good understanding of their care needs and that they supported them in a safe and respectful manner. A person using the service told us “My carer always arrives on time and stays with me for the correct amount of time. She is a very good carer and very polite.”

People told us that they were confident that they could raise concerns if they were not happy with the care and support they received. A person using the service told us “I haven’t got any concerns but if I had I would ring the office and speak to the manager.”

This was a routine scheduled inspection of the agency. However we also looked into a recent concern that had been raised about the timings of a person's calls. The outcome of our inspection identified that there had been two recent occasions where a person had not received support at the agreed time. The causes of these had been out of the control of the agency. However a breakdown in communication between the staff team had meant that alternative staff cover for the calls had not been made in a timely manner. On a further occasion a person had not received support at the agreed time. Whilst this was in the interest of the person that was receiving the service, a record of the reason for this had not been recorded.

Six people were receiving personal care from the agency at the time of our inspection. They all paid privately for the service. We spoke with the relatives of two of these people and the staff that were supporting them. Both of the relatives told us that they were happy with the quality of care received and that it made a difference to people's lives. They told us 'I cannot fault the care that the agency provides;' and 'We are very satisfied with the service.'

People told us they were told what the service could provide and were provided with information about this. They told us they were asked what they wanted from the service. Comments received included:

'When first visited gave information about the service and the costs.'

'I rang up they came next day. Gave information about the agency and what they could do.'

'I told her what I wanted.'

'Told her (the manager) what I needed. Making the bed, carrying things, got arthritis.'

People told us that they were asked what times they wanted their visits from care workers. They told us that generally this was when care workers did visit. Comments included:

'Very reliable and come at the right time'.

'Always turn up'.

'Usually on time can be a bit late usually due to buses.'

People told us they were involved in drawing up their care plans which told care workers what they wanted help with.

Without exception the people we spoke with were very happy with the service they were receiving. Comments included:

'Very good, give 100 per cent'.

'Very reliable and come at the right time. Normally the same person I am told if anyone different is coming.'

'When they say they are going for an hour they go for an hour'.

'They have enabled me to be independent but not have to struggle to be.'

'Make sure I am o.k.'

People were very happy with the care workers at the agency and the service they provided. They told us that care workers knew how to ensure their privacy when helping with personal care and that their standards of hygiene were good.

People told us the manager often checks on the care workers to ensure they are fulfilling their roles. They said:

'Kim (manager) checks on workers'.

'Kim checks how they are doing.'

'Kim comes frequently to check.'

'Kim very much in evidence can get in touch any time.'

People told us the manager often rang them to ensure they were satisfied with the service they receiving.

People told us they had no concerns but if they did they would ring the manager of the agency and she would address any issues.

Archived: South Birmingham Care Services

All Inspections

24 June 2013

During a routine inspection

8 August 2012

During a routine inspection

8 April 2011 and 18 September 2012

During a routine inspection