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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

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

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

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

All the people that we spoke with were satisfied with the standard of service that they received. One person told us, “Oh yes, I am more than happy with the service. No complaints at all. If they are going to be late they always let me know.” Another person told us, “They are reliable and come as close to the time as possible.” None of the people that we spoke with had experienced missed visits. This indicated that people were receiving a reliable service that they were happy with.

There was a complaints procedure in place and we saw that people were given information about how to complain within the information packs placed in their homes. People that we spoke with said they would call the office if they had any concerns. At our last inspection we identified that complaints were not analysed for trends, and that not all complaints were dealt with. During this inspection we sampled three complaints record and we saw that these had been fully investigated and responded to. We saw that the provider had introduced a system for analysing for analysing complaints quarterly. This showed outcomes and actions taken to improve the service.

At our last inspection we saw that there was a system in place for seeking people’s views on the quality of the service. Information received from surveys were analysed, however, no action plan was in place to show how the provider would act on any short falls identified. During this inspection we saw that the provider had recently sent questionnaires to people that used the service to seek their views. A number of people that we spoke with confirmed that they had completed these questionnaires. These had been analysed and an action plan was in place to indicate areas where the service needed to improve. However, we did discuss with the manager that the action plan lacked detail, based on the issues that people had raised. A number of people that we spoke with confirmed that they had completed these questionnaires. This showed that the provider sought the views of people that used the service to help to improve the quality of the service.

At our last inspection we found that the systems for monitoring the service delivery were not effectively maintained. During this inspection we saw that new monitoring procedures had been put in place. Discussion with the manager present indicated that they had identified other areas where they intended to improve the monitoring systems, so that they were more effective and should identify gaps where records have not been collected for auditing.

We previously found that staff conduct was not adequately investigated where concerns had been raised. During this inspection we saw clear evidence from disciplinary records that we looked at that this had been rectified. This ensured that any issues which related to the health safety and well-being of people using the service were now being appropriately addressed.

There was a management structure in place to enable the effective running of the service. This included a registered manager and a member of staff that would deputise in the manager’s absence.

The provider is minded to note that there were no formal processes in place to enable staff to contribute to improvement in the service. Staff spoken with said they did not receive regular supervision and that no formal meetings took place to give them the opportunity to discuss service improvements.