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Archived: Heart of England Mencap DCA North


Inspection carried out on 22 April 2014

During a routine inspection

When we visited Heart of England Mencap DCA North, we spoke with the registered manager, two team leaders, two personal assistants (members of care staff) and eight people who used the service. Speaking with these people helped answer our five questions; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well led?

Below is a summary of what we found. If you want to see the evidence supporting our summary please read our full report.

Is the service safe?

We saw people�s care records accurately reflected their care needs. We found people�s care records were regularly evaluated and reviewed by senior staff.

We found the provider made appropriate checks on staff before they began work.

We found evidence the service learned from incidents and investigations and appropriate changes were implemented to improve the service.

Is the service effective?

People told us the care they received met their needs. They told us they had been involved in planning the care they received.

Staff we spoke with understood the needs of the people they supported and what they told us was reflected in people�s support plans.

Is the service caring?

We spoke with eight people who used the service and they were all positive about the staff who supported them. For example people told us; �Lovely staff, very friendly�, �I�d be lost without them� and �Staff are always polite and very well trained.�

Staff we spoke with were positive about their role as care workers.

Is the service responsive?

We found people were asked for their views about their care and these were acted on. We saw the provider had recently sent out a quality assurance survey to people who used the service in April 2014.

We saw care staff noticed when people�s needs changed and took action. People received help and support from other health professionals when required, such as GPs.

Is the service well led?

We found the service had an effective quality assurance system in place and any identified actions had led to improvements in the service people received.

People who used the service and staff told us they were able to speak with the manager and felt able to raise any issues or concerns they had. We found evidence improvements had been made to the service following investigation of concerns.

Inspection carried out on 12 December 2012

During a routine inspection

Not everyone who used the service was able to speak with us because of their complex needs. We spoke with four people who used the service and a relative. All the people we spoke with told us the service suited their needs. One person said, �I�m alright, I get on quite well with staff.� Another person said, "Everything is ok, I am ok.� A relative we spoke with told us, �Overall they do a good job. I have a good relationship with all of them.�

Two people we spoke with told us they had agreed to the level of care and support they received before their care plan was written. They told us they had decided the things they wanted staff to do to support them.

We found that staff were trained to support people to take their prescribed medicines when they needed them and the manager checked that staff followed the written procedures.

Staff we spoke with told us there was an induction programme for new staff, including training and shadowing experienced staff, which meant new staff got to know people before they started working with them.

People's personal records were kept in their own homes. One person we spoke with told us, �They write everything down in my report book.� Staff we spoke with told us the information recorded was accessible and detailed enough to give them a good understanding of the person's needs. We found that the manager checked the daily records that staff completed and discussed them during their regular one to one supervision meetings.

Inspection carried out on 29 February 2012

During a routine inspection

We met and spoke with two people using the service. They were both complimentary about the help and support they received, and how it helped them to pursue favoured activities and interests. We also spoke with two users of the service by phone, as well as the relatives of two people supported by the service.

We spoke with two staff in person, as well as the manager and deputy.

People�s responses were positive, indicating that they were well supported by the service, which gave them good health and medical support, and enabled them to take part in activities that helped them develop social skills.

People said they were �happy with the service�, �don�t get problems�, and were �happy with help.�

Service users we spoke with talked of doing activities they enjoyed and getting out and about to various places; �I watch my rugby team�, �I go to Weatherspoon�s to eat�. People said they liked their homes, got out and about, and visited friends and relatives. �I see my (parent) every weekend� said one person, adding �staff take me there.� One person had just returned from seeing their very elderly parent in a nursing home, again, supported by staff.

Comments from relatives of people using the service included �excellent overall�, �a good package of care�, �excellent with medical care and dentistry�.