Archived: Heart of England Mencap DCA North

Suite 1, Clifford Mill, Clifford Road, Clifford Chambers, Stratford Upon Avon, Warwickshire, CV37 8HW (01789) 298709

Provided and run by:
Heart of England Mencap

All Inspections

9 December 2013

During a routine inspection

When we visited Heart of England Mencap DCA North, we spoke with the registered manager, two support workers and the provider's deputy operations manager. We spoke with two people who used the service during our visit. We read the care records for three people who used the service. We gathered evidence of people's experiences by telephoning the relatives of two people who used the service following our visit.

People we spoke with were positive about the care they received. One person's relative told us their family member was, 'Very, very happy. X loves all the guys that come round.'

Staff demonstrated they understood people's personal needs and the individual ways they communicated their needs.

We found that staff treated people with respect and gained people's consent before they supported them.

We found that staff were aware of safeguarding procedures and knew how to keep people safe. People who used the service and their relatives told us they felt safe.

We spoke with staff and found that they felt supported by their manager and felt able to raise any issues.

We found that there was a system for monitoring the quality of the service, which included customer satisfaction surveys.

29 October 2012

During a routine inspection

We visited the service on 29 October 2012 and telephoned relatives for people who use the service on 29 October 2012.

We gathered evidence of people's experiences through speaking with two relatives of people who use the service. We spoke with two members of staff for Heart of England Mencap DCA North.

Relatives we spoke with told us that the care received matched the care that was discussed with them for their family member. They told us that they were involved in planning the care and that reviews were held to reassess people's needs. We saw that relatives had provided information on their family member for the care plan.

We saw that the care plans were person centred and reflected people's needs. This meant that the care plan was based on the needs of the person. We saw that people's needs were reassessed and where necessary the care plan was updated.

Relatives we spoke with told us that staff were polite and exceptional. Relatives told us that it was the same members of care staff who provided their family member's personal care. Continuity of staff should mean that people receive their care consistently as staff have an increased understanding of people's needs.

We spoke with staff about what they thought abuse was and they showed they had a good awareness of the importance of keeping people safe. They understood their responsibilities for reporting any concerns regarding abuse.

20 January 2012

During an inspection looking at part of the service

We were able to speak with one user of the service by phone. They told us they were 'very happy' with the help and support they received and told us of activities they were able to do with the help of their support workers. They were aware of when support workers came, who they were likely to be, and what tasks would be accomplished. As well as the help with daily living tasks, they said they were looking forward to a holiday, which was being organised and supported by the service, and enjoyed regular social activities, which were enabled and supported by the service.

We saw comments on the service by users of the service. These were generally very positive, with comments such as 'very happy' and 'I love my home'.