This inspection took place on 12 September 2016 and was announced. This was the first time we inspected this service.

Bournville Gardens Village is part of a charity which provides personal care to people living in their own homes within the provider’s housing scheme. The service tends to support older people, some of whom live with dementia. At the time of our inspection 38 people were using the service.

There was a registered manager in place who was away during our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us that they felt safe. Staff were aware of the need to keep people safe and they knew how to report allegations or suspicions of poor practice.

People who needed support with their medication were supported appropriately. Staff could access medication which was suitably stored and knew how to dispense it safely. There were regular checks to make sure this was done properly.

People were supported by staff who had the appropriate skills and knowledge they needed to meet their care needs. Staff had access to health professionals and regular training to maintain their knowledge of good practice and people’s latest care needs.

When people needed support to receive suitable nutrition they were supported by staff who knew their preferences and promoted mealtimes as sociable experiences. Staff took an interest in ensuring people had access to food and drinks they liked.

People were supported to have their mental and physical healthcare needs met. The registered manager sought and took advice from relevant health professionals when needed.

People said staff were caring and had built up close relationships with the members of staff who supported them. People and, where appropriate, their relatives were consulted about their preferences and people were treated with dignity and respect.

The registered manager and care manager had fostered a culture which was responsive to people’s needs and driven by delivering care in line with peoples’ wishes. Staff took pride in their work and were determined to support people in a wide range of activities that improved their conditions and overall well-being.

People had access to a complaints system and the care manager responded appropriately to concerns. Where possible action had been taken to prevent similar issues from reoccurring.

There was effective leadership from the registered manager and care manager and senior members of staff to ensure that staff in all roles were well motivated and enthusiastic. The provider and care manager assessed and monitored the quality of care consistently through observation and regular audits of events and practice.