Archived: Nationwide Care Services Limited- Birmingham

Care records of showed that people's needs had been assessed and plans put in place to meet people's individual needs safely.

Staff told us they had the information they needed to support people. People told us that they were generally happy with the service provided but some people told us that staff did not always arrive at the time arranged. This meant that sometimes people were left waiting for assistance. One person told us,' On the whole they are doing the things they should. I get on well with the staff. They stay the full time.

All the people we spoke with told us they were very happy with their regular staff. Efforts were made to keep people informed about changes in staff supporting them but not everyone experienced this. One person told us, 'They will say if they will be late. We don't always know who will come, but they are good.'

Systems were in place to ensure that staff we had the skills and knowledge to keep people safe. People told us they felt safe with the staff.

Staff spoken with told us they felt supported by the management team and liked working for the agency.

We saw that there were systems in place to monitor the quality of the service which included carrying out surveys and spot checks on staff.

Staff told us how they supported people and helped them with their support needs. People spoke positively about staff and said they felt fully supported by the staff. People told us that staff spoke with them in a calm and respectful way. They said they were: "Well looked after" by staff and that staff were: "Caring and helpful".

People's needs had been assessed and care and treatment was planned and delivered in line with their individual care plan. Staff told us they were aware of each person's needs and how to give care and support to meet those needs.

People told us they felt safe with the care workers who visited them. Staff we spoke with demonstrated that they would take appropriate action if they had concerns about people's safety.

Recruitment procedures were in place to make sure that suitable staff were provided to care for people.

We found that any comments and complaints people made were responded to appropriately. This showed that people's views were listened to and action taken accordingly.