Trident Reach Domiciliary Care - Birmingham Branch

People's experience of using this service: People told us they felt safe with the support of staff. Risks to people had been assessed and staff had a good understanding of these risks and how to minimise them.

People were supported to receive their medication as prescribed and staff demonstrated a good knowledge of types and signs of abuse and how to report concerns of abuse.

People were supported by staff who had the skills to meet their needs. People's consent was sought before providing support. Staff demonstrated a good understanding of the Mental Capacity Act 2005 and what this means for people.

People's nutritional needs were met, and people were happy with the support they received to enjoy a choice of meals. People were supported to access to healthcare professionals when required.

People told us staff were kind and caring in their approach and people's privacy and dignity was respected. People's independence was maintained and encouraged.

People received individualised care and support from staff that demonstrated detailed knowledge of people's individual needs. The provider supported people to access information by producing care plans and other records in different formats.

People's needs were assessed and reviewed on a regular basis. People's care records were person centred and guided staff on the way they preferred their care and support to be provided.

People and relatives told us they had not needed to make a complaint or raise concerns but knew how to and would feel comfortable doing so should they need to.

The management team had systems in place to monitor the quality of the service that they provided, however we found that the staff training record showed that a number of staff had not received refresher training in line with provider's stated timescales. The checks made had not been effective in identifying this issue or taking action in a timely way.

The management team showed a commitment to developing the service. They maintained good links with local community groups and healthcare professionals and looked to develop the service to improve the care

of the people it supported.

People, their relatives and staff all spoke positively about the service and said it was well managed.