Sandwell Multi-Care

People's experience of using this service: People received safe care. People received support that kept them safe and there were enough care staff to keep them safe. There were recruitment systems in place to ensure only appropriate staff could support people. Where people were administered medicines, this was carried out as it was prescribed. Care staff had access to appropriate equipment in line with the provider's infection control procedures. Trends were monitored to reduce the amount of accidents and incidents.

People received effective care. Care staff had the knowledge and skills to support people how they wanted. We identified a small number of gaps in care staff training, however this did not impact negatively on people currently using the service. The registered manager assured us action would be taken to address this. People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible. Care staff supported people to make choices as to what they had to eat and drink. People accessed health care professionals when needed with the support of care staff.

People received support that was caring, kind and compassionate. People decided how they were supported and when. Care staff were respectful of people's privacy, dignity and independence.

People received support that was responsive to their needs. People were involved in the assessments and care planning process to ensure the support they received was what they wanted. There was a complaints process in place and the provider acted promptly to deal with concerns.

The registered manager told us the provider visited the service regularly however records of their visits were not kept. The registered manager told us they would ensure a form was completed in future to show the outcome of such visits. The registered manager understood the service well and had plans in place for further improvements. Audits and spot checks were carried out to ensure the service people received was of a good quality. Questionnaires were used to engage with people and the information gathered was analysed, shared with people and used to make improvements to the service.