Archived: Friendship Care & Housing Association - 76 Alvechurch Road

' Is the service safe?

' Is the service effective?

' Is the service caring?

' Is the service responsive?

' Is the service well-led?

This is a summary of what we found '

Is the service safe?

People told us that they felt safe in this home. There were good systems for checking that the environment was safe.

Staff had received training in safeguarding people and people in the home knew who to tell if they felt unsafe. CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. We found that proper policies and procedures were in place and the staff demonstrated a good level of awareness of this area.

Is the service effective?

People told us that they were happy with the care and support and their needs had been met. It was clear from our observations and from speaking with staff that they had a good understanding of the people's care and support needs and that they knew them well. The staff team was settled.

Staff had received relevant training to meet the needs of the people living at the home. Staff were well supported and they told us that they enjoyed their job.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience when communicating with people. People told us that they liked the staff.

Staff demonstrated that they knew people's needs and preferences and showed that they took these into account when supporting people.

Is the service responsive?

People's needs had been assessed before care plans had been drawn up.

Records and people's comments confirmed that people's preferences, interests, aspirations and diverse needs had been recorded. Care and support had been provided in accordance with people's wishes.

People had access to a range of activities and had been supported to maintain relationships with their friends and relatives.

Is the service well-led?

There were good systems for quality assurance. People in the home and their relatives had completed customer satisfaction surveys.

Staff and people living in the home told us that the manager was accessible and took account of their comments.

People were supported to be part of the community. They went out on a regular basis and maintained relationships with friends and family members in addition to taking holidays and trips to places of interest. People looked relaxed and happy in the company of staff.

We found a stable staff team, all of whom had worked at the home for several years. Staff had received relevant training, which was renewed on a regular basis. There were opportunities for additional training and professional development. Staff demonstrated their detailed knowledge of the needs of each person they supported.

There were good arrangements for the storage and administration of medication. These included audits of staff competence in this area and the maintenance of good records.

People were involved in making decisions about what happened in their home and in keeping the home safe. For example, people assisted in carrying out the regular safety checks.

There were good arrangements for making sure that the high standards in this home were maintained and improved upon where possible. The manager showed how she had made improvements during the past year and described many areas in which she had planned new developments.