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

We looked at the personal care or treatment records of people who use the service, carried out a visit on 10 April 2014, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff and took advice from our specialist advisors.

Our judgement

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

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. Everyone that we spoke with told us that they were happy with the care they received. One person told us, “Reliable service and very good carers. I am pleased with them” Another person said, “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.”

We looked at the care records of four people that used the service. We saw that all records contained a summary of the needs assessment completed by a social worker. We saw that care plans and risk assessments were available on each record. Since the last inspection the provider had introduced new procedures for care planning and risk assessments. These were seen to be an improvement on the previous procedures. We saw that people’s individual needs were clearly reflected in the needs assessments, care plans and risk assessments.

At our last inspection we identified that care plans and risk assessments were not always available in people’s homes to enable staff to provide safe care. The manager told us and we saw that procedures were now in place to ensure that a summary of each person’s needs along with any key risks identified at the time of referral was placed in people’s homes to enable the service to start quickly. Within a week of commencement of the service a senior care worker arranged to undertake an in-depth assessment of the person needs and any risks associated with providing the care and a full plan of care would be drawn up with the person and their relatives. Records that we looked at and staff spoken with confirmed that this procedure was in place. All the care workers that we spoke with confirmed that they now have the information to enable them to provide care in a safe way. Records that we saw in the homes of people that we visited also confirmed that care plans and risk assessments were available for staff to refer to. This meant that people’s needs were appropriately assessed and planned to enable them to receive the care they need in a safe way.

At our last inspection we were told by relatives that people’s care was not always reviewed when their needs had changed. During this inspection we saw that the provider had undertaken a programme of review as they had introduced new procedures, so people’s needs had been reviewed and updated. This ensured that staff had up to date information on the needs of the people they supported.

All staff spoken with told us that there was an on call procedure, and a senior member of staff was always available to give guidance in an emergency.