Cera Black Country and Worcester

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Staff had received an induction that provided with the training, information and support they required to effectively and safely meet people's needs. Staff felt well trained and supported in their role. They felt listened to and able to contribute to the running of the service. Staff practice was regularly observed to ensure people were supported safely and in-line with their care needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Accidents and incidents were routinely recorded and acted upon. Information was analysed for any trends and actions were taken to reduce the risk of reoccurrence. People were supported by a consistent group of staff who were aware of their health care needs and liaised with other health care professionals to support their wellbeing. People were supported where appropriate at mealtimes. Staff treated people with dignity and respected and encouraged them to maintain their independence. People were routinely encouraged to be involved in decisions regarding their care. People received care and support based on their individual assessment, needs and preferences. People were confident that if they raised a complaint they would be listened to and it would be acted on. Where complaints had been received, they had been responded to appropriately and analysed for any lessons to be learnt. A number of compliments had been received regarding the service. People and staff were complimentary of the service, and of the positive impact the registered manager had had on service delivery and considered it to be well led. People's views were sought of the service. A number of quality audits were in place in order to drive improvement in the service. Staff were aware of and on board with, the registered manager's vision for the service, which was to provide people with person centred care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk