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Charter Care (West Midlands) Limited (B69) Requires improvement Also known as Charter Care Sandwell

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Inspection report

Date of Inspection: 3 February 2012
Date of Publication: 24 February 2012
Inspection Report published 24 February 2012 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

Our judgement

Improvements in how information is being recorded means that people using the service have a plan of their care needs and how to manage risks safely. Improvements need to be continued and maintained.

User experience

At the visit to the agency in August 2011 we found moderate concerns with care and welfare and how the organisation were managing risks.

As a result of this, we issued compliance actions and detailed how the regulations were not being met. The provider sent us an action plan telling us of the actions being taken to ensure compliance with the essential standards.

At this visit we checked to see if the actions described by the manager had been completed.

We spoke with a person who received a service from the agency and we also spoke with a relative. Both told us that they were generally happy with the staff and that the staff knew how to support them or their relative. One person said they are “good carers”.

We looked at two care plans. These gave staff information about a person's needs and told them how to deliver their care safely. Each person had a plan of care. We could see that the person had been involved in developing these as they had signed them. The manager told us that he planned to review care plans more often alongside the newly developed risk assessments. Other documents such as information from the local authority (where the care was funded by them), task sheets and a needs assessment were also available.

Each care plan identified objectives and outcomes which were generally to maintain the person's independence within their own home. The plans then identified tasks relating to the call. We saw that information about people's preferences had been included. This is sometimes called person centred planning and is good practice.

We saw improvements in the quality of information contained within the risk assessments, particularly relating to moving people safely. We saw detailed risk assessments and information for staff which gave them step by step instructions on how to move the person for different tasks, for example from bed to chair and vice versa. Where people had a history of falls, an assessment had been undertaken and included within the risk assessment. We spoke with a staff member who told us that the assessments were a lot more detailed and explained more about the person than before. They said these were "much better".

At the last inspection in August 2011 we knew that an improvement notice had been issued by the Health and Safety Executive to this provider for an accident which occurred in the Wolverhampton Branch. We have since received a report from the Health and Safety Executive to confirm that improvements had been made across both Sandwell and Wolverhampton branches. They confirmed to us that the notice had been met.

Other evidence

We did not have any other information at the time of reviewing this service.