Bournville Gardens Village

Staff had the training they needed to meet people's needs and felt supported. People had a comprehensive assessment completed before the service commenced to ensure their needs could be met. 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. People's healthcare needs were monitored by staff and the nurse employed to work at the service.

People and relatives made positive comments about the staff that supported them, describing staff as kind, caring and helpful. People told us the staff encouraged them to be independent, protected their privacy and treated them with dignity and respect. People's human rights were respected and promoted.

People were involved in all aspects of their care and in the development and review of their care plan. People's communication needs were identified, and information was provided in a format that was accessible. As people lived within an extra care complex they were able to access a variety of facilities and activities to meet their social and cultural needs. A complaints procedure was in place and people and their relatives knew how to raise concerns and felt confident these would be addressed.

People, and relatives thought the service was managed well. Staff felt supported in their role and told us the culture of the service was inclusive and empowering. The registered manager was described as approachable, open and transparent in the way they managed the service. Systems were in place to monitor the delivery of the service.