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

All reports

Inspection report

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

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

Our judgement

People can be assured that the systems for managing the quality continue to improve, although not yet fully embedded.

User experience

At the visit to the agency in August 2011 we found minor concerns with how quality was being managed.

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 knew that the provider had a range of tools which helped them monitor the quality of service they provide. Risk and needs assessments were also completed and reviewed regularly as part of the overall individual care package. Supervisions, spot checks and quality monitoring visits all form part of this process.

An annual survey had recently been sent out to people who use the service. We saw the results of the last survey done in February 2011 which identified that generally people were happy with their care. We were told that if individual issues were identified on a questionnaire, senior staff would visit with the person to try to resolve any issues.

At this visit the provider had nearly completed the documents provided by the Care Quality Commission. These are called provider compliance assessment forms. They are a way for the provider to show how they are measuring compliance with the standards. Where there are shortfalls, the assessment form gives the provider an opportunity to complete an action plan. The manager told us that once these were completed, they were going to employ an external auditor to review the information. They told us that this would help them confirm their findings and produce an action plan for the future.

Other evidence

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