Archived: Swanswell Birmingham

People who used the service were asked in a number of ways how they wanted their care to be delivered and we were told by people who used the service that their dignity and privacy was promoted and maintained. Involvement of people in agreeing their care and support needs was promoted by staff. One person using the service said; 'I didn't write my care plan but it was all my words.'

Effective, safe and appropriate care was received by people using the service to meet their needs. 'Really good service, done as much as they could for me; chased up getting me into detox as soon as possible,' was how one person described the care they had received.

There were suitable arrangements in place to ensure that people were safeguarded against the risk of abuse. People who used the service told us that they felt safe, and were confident that staff would protect them.

Evidence we gathered indicated that staffing levels were adequate and that staff received a wide range of training so that they had up to date knowledge and skills in order to support the people who used the service. People using the service told us that; 'There is always someone to speak to even if it is not my keyworker'. One member of staff told us; 'I waited to work for Swanswell, because it is so good'.

The service has a system in place for people to raise and address any concerns or

complaints.

The people we spoke with were generally satisfied with the service they received, although some people were not always happy with the named member of staff (key worker) they were allocated. One person advised us, "Some staff have time for you, some haven't." We were advised by senior staff that there had been a recent re-organisation of the service which had meant some people's key worker had changed. This had led to some dissatisfaction among people who used the service. We also received the following comments about the service: 'Swanswell opened the door to my recovery' and 'They made me feel well.'

People who used the service were involved in the planning of their care and their views were sought in developing the service.

Staff were supported well and given adequate training to enable them to do their job. They had a good understanding of safeguarding people from abuse and were aware of action needed to keep people safe from harm.

Regular monitoring of the service enabled standards of the service to be maintained and where appropriate take action to improve the service.