Midland Care Support & Enablement Ltd

People had comprehensive assessments, care plans and risk assessments which included information about their care and support needs and preferences. Staff were provided with ongoing training to meet people's diverse needs and understood people's individual needs.

People were supported by staff who had the knowledge to protect them from potential abuse as they knew how to recognise different forms of abuse and how to report this.

Prospective staff underwent pre-employment checks to ensure they were suitable to provide care and support to people who used the service. People were supported by a small team of staff who knew them well and had undertaken an induction to help them understand and feel confident in their caring roles.

People's needs, and wishes were assessed alongside their representatives before their care and support started and; then kept under regular review. 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.

Staff and the management team worked with a range of community health and social care professionals to achieve positive outcomes for people. The provider had processes to support people where required with their medicines. People would only require support to take their medicines if this was part of their care service.

People had encouragement and support to carry on with the things they enjoyed doing in line with their support plans. Where required staff also supported and encouraged people to have enough to eat and drink.

People were supported by their relatives who knew how to raise any concerns or complaints with the provider. The registered manager used concerns and or complaints to make improvements to people's care experiences.

The provider had processes to monitor and improve the quality of the service, there was a culture of openness and of reflection and learning.