This inspection took place on 11 February 2016 and was announced. This was the first inspection of this service since it had registered in its current location. Midland Mencap provided a personal care service to 100 people living in their own home. The people using the service all had a Learning Disability. The service was registered to provide support to both adults and children.
There was a registered manager in post. They were present throughout the inspection. 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.
There were systems and checks in place which had been effective at ensuring people received a safe service. People were supported by adequate numbers of staff that they knew and liked. The staff employed had been subject to robust checks.
People who required help to take their medicines were supported by staff who had been trained and who had the skills to do this safely.
Staff received an induction, training and the chance to shadow more experienced members of the staff team before being expected to provide care themselves. This meant staff and people using the service had the chance to get to know each other, and both parties could be confident the support would meet the person’s needs.
Some people using this service needed support to do food shopping and help to prepare food and drinks. People told us they were happy with the support they were given.
People had been supported to access healthcare when they needed it. Staff were aware of and able to describe people’s healthcare needs and how they supported people to maintain good health.
People we spoke with and their relatives told us about the kind and compassionate way staff supported them. People told us they enjoyed chatting with staff, and were often able to have a laugh together.
The provider had a complaints procedure, and any concerns raised were subject to investigation. People we spoke with told us they had rarely been required to use this process as issues could be sorted out quickly and locally with their care staff.
When required people received support to undertake activities and to socialise. People told us about some of the places they had chosen to visit and holidays they had been able to take with the support of the agencies staff.
The agency was well led. There was a registered manager who was aware of her responsibilities to provide care that would meet people’s needs and which complied with the requirements of the law.