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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: 10 April 2014
Date of Publication: 29 April 2014
Inspection Report published 29 April 2014 PDF


Inspection carried out on 10 April 2014

During a routine inspection

We held telephone interviews with nine people that used the service; two relatives and we visited two people at home to talk to them about their experience. We spoke with the registered manager, deputy manager and three care workers. We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask:

Is the service safe?

Everyone that we spoke with said that they were safe with the staff that supported them. One person told us, �Yes, I feel safe with them. They always lock the door and make sure I am safe when they leave.�

We saw that people had an assessment of their needs and associated risks. A plan of care was completed to enable staff to offer care and support to people in a safe way. Staff told us that they received training and support to enable them to offer care and support safely.

Staff spoken with told us that they knew how to raise concerns if they felt that people using the service needed to be safeguarded. The provider had policies and procedures in place to safeguard people that use the service and we saw that where issues of safeguarding matters have occurred the provider took appropriate actions to ensure that people using the service were safeguarded.

Whilst people told us that they always received their medication, we found that safe systems were not in place for the recording and administration of medication. A compliance action has been set in relation to this and the provider must tell us how they plan to improve.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. This is a domiciliary service and therefore this is not applicable.

Is the care effective?

People told us that they were receiving the care that they needed and they were happy with the care. One person told us, �Oh yes I have been with Charter Care for six years, I get morning and evening care. I am happy with the care and can�t do without them.�

Everyone that we spoke with told us that their care worker talked to them about their care and they always give their consent to being supported. One person that we visited told us, �We do things together and they do what I want them to do.� However, we found that staff were making judgments about people�s lack of capacity without showing how they had established this fact. Therefore people�s rights were not adequately protected in line with legislation. A compliance action has been set in relation to this and the provider must tell us how they plan to improve.

Is the service caring?

Everyone that we spoke with told us that the care workers that supported them were caring. One person told us, �They are all caring and friendly.� Another person told us, �They are respectful. I wouldn�t have them otherwise.�

Is the service responsive?

People that we spoke with told us that staff did what they wanted them to do. They told us that if their care workers were going to be late they were kept informed. One person told us, �If carers are going to be late they always let me know.� A relative told us, �The service is good. They are very good with dad. They are regular and pleasant; they talk to him and treat him well.�

Is the service well led?

We saw that the service had a staffing structure that would enable the service to be managed appropriately. This included a manager that we have registered to be responsible for the running of the service. People were consulted about the quality of service they received. Comments and suggestions were analysed to identify where improvements were needed.