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RNID-Action on Hearing Loss, West Midlands Domiciliary Care Service Good

Inspection Summary

Overall summary & rating


Updated 22 October 2016

The inspection was announced and took place on 15 September 2016.

The provider is registered with us to provide personal care and support for people who live in their own homes. At the time of our inspection three people received care and support from this service.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People we spoke with told us that they felt safe with staff supporting them. Staff were able to tell us of the needs of the people they provided care for and their roles and responsibilities in keeping people safe. Staff understood how to protect people from abuse and were clear about the steps they would take if they suspected someone was unsafe.

People told us they could talk to staff and management if they had any concerns and they would be listened to. People said staff were available to them to meet their needs. Currently people did not require support with their medicines but staff had received training if this support was needed.

Staff said training helped them do their job and gave them the right skills to meet the needs of the people they supported. Specialist training was also available if required to support people’s needs.

People we spoke with were positive about the care that they received and told us staff were caring. Staff treated people with privacy and dignity. Staff respected people’s homes and belongings and people were supported to maintain their independence. Staff supported people to prepare meals and ensured people had a choice of meals and drinks.

People were involved in how their care and support was received. People were given choices and their wishes were respected by staff. Staff understood they could only care for and support people who consented to being cared for. People told us responded when they were unwell and that care staff arranged health appointments on their behalf if they asked.

People who used the service were able to raise concerns and the provider had a system to deal with any complaints. People were regularly asked if they were happy with the service provided. There were systems in place to ensure that people’s views and opinions were heard and their wishes acted upon.

People were positive about the care and support they received. The management team ensured regular checks were completed to monitor the quality of the care that people received and action had been taken where areas were identified for improvement.

Inspection areas



Updated 22 October 2016

The service was safe.

People felt safe with the staff who supported them and staff knew how to keep people safe whilst in their homes.

Staff had received training to support people with their medicines if this was needed.



Updated 22 October 2016

The service was effective.

People were supported by staff who were well trained and supported to deliver care.

People had access to healthcare services when required by staff who knew their healthcare needs.



Updated 22 October 2016

The service was caring.

People were treated with respect, and their privacy and dignity were promoted. People were included in making decisions about their care and maintaining their independence.

The staff were knowledgeable about the support people required and about how they wanted their care to be provided.



Updated 22 October 2016

The service was responsive.

Staff were knowledgeable about people’s care needs and their preferences in order to provide a personalised service.

People and staff knew how to raise any concerns and were confident that they would be listened to and acted upon.



Updated 22 October 2016

The service was well led.

People and care staff were complimentary about the overall service. There was open communication within the staff team and the provider regularly checked the quality of the service provided.