Archived: Midland Heart Limited - 6 Southbank Close

When we visited 6 Southbank Close we met the two people who were staying there for respite care. We saw how the care workers greeted them and helped them settle in. These people were unable to tell us about their experiences of the service due to their learning disabilities and special needs. We also met three of the care workers and the deputy manager. We looked around the house and saw some care and staffing records. The registered manager gave us additional information after the inspection.

After the inspection we spoke on the telephone to the relatives of three people who use the service to get their views. They told us they had used the service for many years and had confidence in the way the manager and deputy run the service. They were happy with the personal care provided and felt confident that there were always staff on duty who knew their family member's needs. One told us, 'we all work as a team and share information openly'. They were happy with the calibre of the care workers employed and had found them welcoming and helpful. They had not had to make a formal complaint but would feel able to and had found that minor issues were quickly addressed.

We found that people were supported in promoting their independence and they were treated with respect. The care plans we saw included detailed information about people's preferred routines and how care staff should support them, promote their dignity and help them settle away from home. Some information needed to be expanded.

Appropriate arrangements were in place to safeguard people. The care workers we spoke with had been trained and were clear about their duty to report any concerns, and they were confident that the registered manager would take any concerns they raised seriously and take the correct action.

Training had not always arranged for care staff in line with the provider's own expectations and the requirements of the service. Some care staff had not attended core and specialist training needed for their role and others had not attended refresher courses to update their knowledge. The registered manager was working to address the matter.