Heart of England Mencap - 201 Drayton Avenue

• People felt safe and comfortable around staff who understood their personal circumstances and how to recognise and report abuse. • Staff recognised the risks to people's health, safety and well-being and knew how to support them safely. •People had access to support from staff when needed. •Staff recruitment processes included a check of their background to review their suitability to work at the home. •People received support with the medicines. Regular checks were undertaken to ensure people received the correct medicines by staff who were competent to help them. •Staff understood and practised infection control techniques and had access to protective clothing to promote this. •The registered manager ensured people's care was based on best practice and staff had training to meet people's needs. •Staff training was reviewed and guidance on people's needs was also shared through supervision and staff meetings. •People were offered choices at mealtimes and encouraged to share ideas for their menu. Healthy options were also encouraged. •People were supported to attend healthcare appointments and assisted to obtain advice from healthcare professionals, which was incorporated into people's care. •People's consent was always sought before staff supported them. •People were treated with dignity and respect and their independence was promoted. • People and their families were involved in planning their care with support from staff. •Staff supported people to enjoy a range of activities which reflected people's individual interests. • People and their families understood how to complain if they wanted to. • Staff felt supported by the registered manager understood their role. • Relatives and staff worked together with the registered manager and families to ensure people's care was continually monitored, reviewed and reflected people's needs. • The registered manager and staff worked together with manager from the provider's other homes and other stakeholders to improve people's experience of care.

• We found the service met the characteristics of a "Good" rating in all areas; More information is available in the full report