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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 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 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 experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. The people that used the service that we spoke with told us that care was delivered in line with their care plan and that their needs were being met. One person told us, “The service is very good. I wouldn’t have anyone else and I am very pleased.” Another person told us, “They ask you what you want and they do it and always ask if they can do anything else.”

We looked at the care records of four people that used the service. We saw that each person had an assessment of their needs and a plan of care, which was based on the person’s individual needs. Risk assessments and risk management plans were also available to give staff instructions about how to minimise any identified risks. Not all the risk assessments that we saw had been adequately completed and we discussed this with the manager at the time of the inspection. The manager told us that all the care documents were under review to ensure that they were simplified and easier to complete, so should address the deficits in completing the documents.

The needs assessment and care planning process took into account the diverse needs of people, where this was relevant to their care. The records we looked at showed that people’s needs were regularly reviewed and updated as necessary. Staff we spoke with told us that care plans were reviewed and that they report when people’s needs have changed and a senior staff would review the care. This meant that people’s changing needs were reviewed and acted upon to ensure they continue to receive a service that met their needs.

Staff told us that the care plans were clear and contained the information they needed to help them to offer care and support that met people’s needs. An on call procedure was in place for staff working out of hours, so that they had access to guidance in an emergency.