Archived: 308 Rookery Road - Birmingham

The provider had appropriate systems in place to ensure that people's consent to care was assessed and recorded. People and their relatives told us they were involved in their care and staff always asked their consent before providing care. One person said, "They always ask my relative what they want and if they think they are not doing it right my relative tells them."

We saw that people's needs were assessed and planned to ensure that the care people received was safe, timely and met people's needs.

Systems were in place to ensure that people were safeguarded from harm. Staff knew how to safeguard people from the risk of harm.

We saw the organisations policy on medication. People received their medicines as prescribed by their doctor to ensure their health needs were met.

Staff were supported and trained in their roles. One staff member told us, "The induction and training was really good. Our managers are really good.'

The provider had an effective system in place for handling complaints so that should people raise a concern it would be listened to and addressed.

One person told us, "I have never had any complaints at all but would speak to the manager if I did."

People were involved in their care and were encouraged to do things for themselves if possible. One relative said, 'They encourage my father to wash himself and choose what he wants to wear. He is very elderly and they treat him with great respect.'

Staff knew what people's support needs were and when to visit. Care plans were instructional, contained risk assessments and stated what peoples functional support needs were. They were not personalised and did not show how people chose to be cared for.

Staff knew how to protect the people they supported so that they were safeguarded from harm. Records showed that there were no arrangements were in place to ensure that people were always safeguarded from harm. The provider did not have a policy or system in place to monitor or investigate missed calls.

Staff were supported and trained in their roles to give them the skills and knowledge to know how to meet people's needs and ensure their well being. One person said, 'The girls are very good, they know what they are doing. They make sure they use the right creams for my skin and keep me clean.'

People who receive care and their relatives were asked for their views about the service and these were listened to.