Home Instead Birmingham

People's experience of using this service: People and relatives were consistently complimentary about the kindness of the staff and the reliability of the service they received. We were told of occasions where staff had gone above and beyond what was expected of them and the positive impact on people's wellbeing.

The management team had a clear ethos of putting people at the centre of all that the service did. This was shared with the staff team who were highly motivated and keen to support people to the best of their ability, and treating them with dignity and respect.

People appreciated the service's role in helping them to remain independent and valued the relationships they had formed with staff. People's care and support was planned in partnership with them. People were happy that they received care and support from staff that they had got to know well and had developed good relationships with. People were empowered to share their experiences which helped them feel valued.

People told us they felt safe with the support of staff. Risks to people had been assessed and staff had a good understanding of these risks and how to minimise them. People told us staff attended the calls at the appropriate time and stayed for the full duration of the call.

Where required people were supported to receive their medication as prescribed and staff had received training to ensure they were confident to provide this support.

People were supported by staff who had the skills to meet their needs. People were able to consent to their care and we saw staff understood the importance of seeking and recording people's consent before providing support.

People's nutritional needs were met, and people were happy with the support they received to enjoy a choice of meals. People were supported to access healthcare professionals when required.

People received individualised care and support from regular staff that demonstrated detailed knowledge of people's individual needs. People told us they were involved in their care and their needs were assessed and reviewed on a regular basis. People's care records were person centred and guided staff on the way they preferred their care and support to be provided.

People and relatives told us they had not needed to make a complaint but knew how to and would feel comfortable doing so should they need to. Where people had raised concerns, they advised the provider

had taken prompt action to resolve the issue.

The management team had systems in place to monitor the quality of the service they provided and looked to develop the service further. People, their relatives and staff all spoke positively about the service and said it was well managed.