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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: 23 January 2013
Date of Publication: 21 February 2013
Inspection Report published 21 February 2013 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

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 23 January 2013, 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 and talked with staff.

Our judgement

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

People who used the service understood the care and treatment choices available to them. People that we spoke with said that they and their relatives were involved in agreeing and planning their care. The records we looked at showed that people had signed their care plans indicating their agreement with the care. We were told that each person was given a copy of the service user guide, which told them about the service on offer. We were informed that these documents could be made available in different formats and languages to meet people’s needs if required. This meant that people had the information they needed to help them make informed choices about using the service.

People that used the service told us that staff treated them with respect and dignity. One person told us, “I couldn’t be treated better by my own family.” The staff we spoke with gave good examples of how they ensured that people's privacy and dignity were respected and how they involved people who use the service whilst providing care and support. One member of staff said, "I talk to people about the care and what I am doing. I always keep people covered up when providing personal care and make sure that doors and curtains are kept closed. I also ensure there is no one else in the room, so that people’s privacy and dignity is respected.”

People that we spoke with told us that they were involved in reviewing their care, so they were able to make decisions about how their care was provided.