Archived: Heart of England Mencap DCA North

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.

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.