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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: 29 October and 15 November 2013
Date of Publication: 4 December 2013
Inspection Report published 04 December 2013 PDF

Overview

Inspection carried out on 29 October and 15 November 2013

During a routine inspection

During our inspection we spoke with four people that used the service, the relatives of 10 other people, the manager, deputy manager and seven care workers.

Most people told us they were happy with the service and felt their needs were being met. One person told us, �Very good care.� We found that care was not planned and delivered in a way that was intended to ensure people's safety and welfare.

Everyone that we spoke with felt they were safe with the staff that visited them. We found that people who used the service were not protected from the risk of abuse, because staff had failed to act in accordance with the provider's procedures.

People using the service had no concerns about infection control and we found that people were protected from the risk of infection because appropriate guidance had been followed.

Everyone that we spoke with felt that the service was reliable. We found that there were enough staff to meet people�s needs.

The majority of the people that we spoke with were satisfied with the standard of service that they received. A relative told us, �No concerns about the care at all, they have been very good with her.� However, we found that the provider did not have an effective system to regularly assess and monitor the quality of service that people received.