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Archived: Charter Care (West Midlands) Limited (WV11) Also known as Charter Care Wolverhampton

Evans House, Linthouse Lane, Wednesfield, Wolverhampton, West Midlands, WV11 3EA (01902) 724123

Provided and run by:
Chartercare (West Midlands) Limited

Important: This service is now registered at a different address - see new profile

All Inspections

17 December 2013

During a routine inspection

During our inspection we spoke with twenty two people and their representatives, three care workers and the manager. We looked at six people's care records.

We found that people's consent to care was sought. People told us they felt in control of the care process. However, we found that improvements needed to be made in training around mental capacity.

People received care which met their needs. One person told us, 'They do exactly what it says in the care plan'. However, we found that some risk assessments lacked appropriate detail which would provide care workers with information on keeping people safe.

Care workers used equipment in a way which limited the risk of the spread of infection. People told us that staff wore appropriate personal protective equipment when delivering care, such as gloves and aprons.

Care workers were skilled in carrying out their roles. One person told us, 'The service is good as the girls are good'.

The provider carried out audits of care to ensure people received safe care. People confirmed that senior care workers checked their daily care records to ensure they were being completed correctly.

19 February 2013

During a routine inspection

During our inspection we spoke with three people, four members of staff and the manager. We looked at four people's care records.

We found that people were supported in making day to day decisions about the care they received. People's values and diversity were respected and promoted.

The care people received was reflected in their care plans. People we spoke with were positive about the standards of care they experienced. One person told us, 'I've always been very happy with the care'.

We found that staff were recruited in a safe way and correct checks were carried out to ensure their suitability to care for people. People we spoke with told us that staff were skilled and well trained. One person said, 'They're always trained and you know what they're doing is right'.

Quality checks and audits were in place to ensure people were receiving a good standard of care. The provider took action when issues were identified.

The service had a clear complaints procedure which was accessible to people. The service told people about the complaints procedure so they knew how to make a complaint. One person told us, 'I am aware there's a complaints procedure, but I've never had to use it'.

3 February 2012

During an inspection looking at part of the service

We carried out this review to check on the care and welfare of people using this service.

We visited the agency offices as part of this review, and looked at information we have

received about this provider since our last visit in August 2011.

We checked the systems for planning care, documentation and paperwork produced by

the organisation. We could see improvements in a number of areas for example in how we are being notified of incidents, the way safeguarding information was being stored, and in how risks are being managed. These improvements now need to be sustained.

The manager has continued to undertake an assessment of the service against the

essential standards for quality and safety. They told us that they are going to employ an

external consultant to ensure the process remained transparent.

One person who received a service from the agency said "they are excellent". They continued "[I have] no complaints, never let me down". A relative told us, "They are respectful that this is my house".

18 August 2011

During a routine inspection

We spoke with people and relatives over the telephone as part of this review. Overall people were happy with the times of their calls and the staff providing their care. Nobody we spoke with had experienced a missed call in the last 12 months. All staff are reported to wear uniforms and use gloves and aprons. This is to reduce the risk of cross infection. One person who uses the service told us that staff always have a plentiful supply and that he would insist on the use of such equipment to protect himself.

Two people commented that they did not feel that the staff had enough travel time between calls. When questioned nobody felt that their care worker rushed them.

People told us that they were involved in their care planning and regular review. They told us that their care workers made them feel safe and knew how to provide their support. All of them said that if they had any concerns they would speak to the office. They felt by doing this, there issues would be listened to and resolved.