Archived: Mears Care - Birmingham

Each person we spoke to told us they felt safe. Safeguarding procedures were robust and staff we spoke to understood how to keep people safe.

Staff were able to describe people's support plans to us. People were not put at unnecessary risk, but also were able to make their own decisions.

Recruitment procedures were thorough. Policies and procedures were in place to make sure that unsafe practice is identified and people were protected.

Health and support needs were assessed as people first came to the service. People and their families were always invited to be involved in writing their care records. We saw that specialist interventions were in place for people who needed them.

People told us that the staff were respectful when they visited. One person said , 'They are always very polite'.

From viewing the care records, people could be reassured that complaints were investigated and any action was taken where necessary. In addition, all the people we spoke with knew how to make a complaint.

The service had a quality assurance system in place that identified issues promptly. As a result, the quality of the service was continuously improving. People received a good quality service at all times.

People were complimentary about the care and support that they received. One person told us; "Great, no complaints'. Another person said; "I'm very content'.

People were cared for by suitably qualified, skilled and experienced staff.

The provider had systems in place to regularly assess and monitor the quality of service that people received.

The provider had systems in place to effectively manage complaints.

We found that the service was well organised with good systems and effectively led by managers. People's needs were assessed and their care was individually planned. Care workers were supported to do their job and the provider had systems for checking the quality of the service.