The Care Quality Commission

Archived: Wolverhampton Multi-Handicap Care and Relief Services

Easterling House, Hilton Street, Wolverhampton, West Midlands, WV10 0LF (01902) 453700

Provided and run by:
Wolverhampton Multi-Handicap Care And Relief Service

All Inspections

25 January 2013

During a routine inspection

During our inspection we spoke with one person who uses the agency, two relatives, three members of staff, the manager, and looked at three people's care records.

We found that people were supported in making day to day decisions about the care they received. People's values and diversity were respected and promoted.

The care people received was of a good standard and was reflected in their care plans. One person told us, 'They give the best service'.

Arrangements were in place to ensure that people were protected from harm. Staff were clear about how they should report concerns outside of the agency. One relative told us their relative, 'Is safe in the hands of the staff'.

We found that staff were recruited in a safe way and correct checks were carried out to ensure their suitability to care for people. One relative told us their relative, 'Really enjoys their company'.

The agency had a clear complaints procedure which was accessible to people. People we spoke with told us they would be confident in raising any issues, although none had reason to have done so.

17 January 2012

During an inspection looking at part of the service

We carried out this review to check on the care and welfare of people using this service.

We visited the office and spoke with the managers and four members of staff. We had telephone conversations with one person who used the service, the relative of another person and a care worker.

We looked at how the care was organised for some of the people we spoke with. This involved us looking at some of the paperwork at the offices. We saw regular reviews of care were completed and contact with people was recorded. One care package gave very detailed information of a specific care need. This ensured staff were aware of the condition and the action they should take in the case of an emergency. A person we spoke with told us they had 'great confidence' and felt at ease when staff provided the care to their relative. They explained their relative's specific care needs and we saw this accurately corresponded with the documented information.

Staff told us that felt the training provided was sufficient for them to do their job effectively and efficiently. They told us they were able to suggest further training subjects that were relevant to the care they provided if they felt it necessary. People who used the service told us they felt the staff were well trained, caring and friendly.

We saw the way the service monitors the quality of the service. People were given the opportunity to comment through annual satisfaction surveys. We saw the most recent surveys included positive comments regarding the staff and the service. One person commented 'An invaluable, much needed service, the staff are caring, friendly and professional'.