4, 7 March 2013
During a routine inspection
We subsequently spoke to four people who use the service, four of their relatives and six members of care staff.
People were complimentary about the care staff who supported them. Comments included,' I like them all, they are very kind to me' and 'They are really good to me.'
We spoke to relatives of people who received services and they were equally complimentary about the staff and the care being provided. Comments included, 'It's a comfort to know that she is well looked after' and 'I can't speak more highly of the staff, they are very good.'
We examined care plans and found that people's needs were properly assessed and that care and support was planned and delivered in line with their individual care plans.
We spoke to care staff and checked their personnel files and training records. We concluded that people who used services were safe and their health and welfare needs were being met by staff who were fit, appropriately qualified and competent.
Examination of records revealed that Midland Mencap had a complaints policy and that complaints were recorded and investigated competently and in accordance with their policy. We concluded that people who use services and those acting on their behalf could be confident that their comments and complaints were listened to and dealt with effectively.