DHC - Dudley & Sandwell

People's experience of using this service: People and their relatives gave us consistently positive feedback about the care and support delivered by the service. Typical comments included "I cannot commend this service enough, they have gone above and beyond" and "They are in constant touch and I trust all the staff to do the job well."

Staff were on time for calls and stayed for the right length of time so people did not feel rushed and were confident staff would deliver their care when needed. Staff supported or prompted people to take their medication when required and people felt safe in the company of staff.

Staff supported people and their families to monitor people's health and to ensure people had access to regular food and drinks. Staff received training which was relevant to their role and received good support from the management team.

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 took care to protect people's dignity and privacy and people were supported to maintain their independence as much as possible. Staff understood people's individual preferences and the service ensured staff could meet people's cultural and religious needs.

The provider responded promptly to any complaints or concerns received and ensured action was taken to address any short falls in the service. The service communicated information to people using different formats and via staff who spoke different languages to ensure people's views could be heard.

People, relatives and staff were all positive about how the service was led and managed. There was a strong culture of providing good quality care and support and decisive action was taken following audits and checks of the service.