Total Quality Care Services Ltd Birmingham

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

The assessment was due to an aged rating. We have assessed the service against all the quality statements in the key questions of safe, effective, caring, responsive and well-led.

The provider’s governance systems were not always effective in identifying issues related to staff recruitment and training and up to date information in respect of people’s care needs. The provider had responded promptly to the areas we had identified as requiring attention.

Staff told us they had received the necessary training to support them in their role. However, there were gaps in training for some specific health conditions such as catheter care, diabetes awareness and epilepsy awareness. The provider took immediate action to make sure all staff were registered to complete these training modules and provided confirmation of the oversight that this would be completed. All staff had completed their safeguarding training and were aware of the steps to take to protect people from the risk of abuse. Staff received supervision and told us they felt supported by the provider. There were enough staff available to support people.

There were no concerns identified with infection control practices.

Staff understood the importance of supporting people’s independence and gaining people’s consent and involved people in decisions about their care. Staff protected people’s privacy and dignity and treated them as individuals supporting their individual preferences.

The provider told us they had processes in place to investigate incidents, accidents, complaints and safeguarding concerns. We were able to see these concerns had been investigated thoroughly and any learning had been shared with the staff.

Staff told us they felt able to give feedback to the provider and were treated well, free from bullying or harassment. Staff told us they understood their roles and responsibilities. The provider took a positive approach to our assessment and considered it an opportunity for continued learning to make improvements.