Midland Mencap

The service also provided a carers emergency response service (CERS). This provided a back up service to carers to ensure the person they cared for was given support in the case of an emergency. For example, if the carer was admitted to hospital or had another urgent appointment.

People's experience of using this service: People were at the heart of Midland Mencap, and were encouraged and supported to be active participants in the development of the service. The service was an important part of the local community and there was a strong emphasis on continuous improvement.

People told us they received a good service and felt safe. Accidents and incidents were recorded and investigated, and risk assessments were in place. The registered manager understood their responsibilities about safeguarding and staff had been appropriately trained. Arrangements were in place for the safe administration of medicines.

There were enough staff on duty to meet the needs of people. The provider had an effective recruitment and selection procedure in place, and carried out relevant vetting checks when they employed staff. Staff were suitably trained and received regular supervisions and appraisals.

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

People's needs were assessed before they started using the service. Staff treated people with dignity and respect and helped to maintain people's independence by encouraging them to care for themselves where possible.

The provider had a complaints procedure in place and people were aware of how to make a complaint.

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