Goldcrest Heathcare Service (Birmingham)

Staff had received training in safeguarding and knew how to report any safeguarding concerns. Concerns raised by staff were mostly documented to ensure there was a record of appropriate action taken to keep people safe. Risk assessments and management plans were in place and risks to people's safety and well-being were managed through a risk management process. People had comprehensive positive behaviour plans which guided staff on how to support people safely. People received care and support in line with their needs. Staff felt they had adequate training around medicines and regular checks of staff abilities were conducted. Medicines protocols were in place.

People were supported by staff who knew their personal and individual needs well. People’s needs were assessed which ensured people received individualised support that matched their personal preferences. People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible and in their best interests; the policies and systems in the service upheld this practice.

Care and treatment was planned and delivered in a way which focused on people’s individual needs and wishes. People were encouraged to be independent and were supported to help achieve their goals and aspirations by staff who knew them well. People were treated with kindness and respect.

People received a personalised service that met their individual abilities and needs. The service promoted a culture where people's individuality was valued and their rights protected. The service was responsive to people’s needs and wishes.

There was an open and positive culture within the service where leaders were experienced, compassionate and led with integrity and people and staff felt heard. Diversity across the service was valued and there were future plans in place to enhance this. The service worked well with other partner agencies to collaborate for improvement. The management team were committed to making improvements across the service. There were governance systems in place which assessed and managed the safety and quality of the service. However, some improvements were required to quality assurance audits to ensure they were as effective as possible.