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Charter Care (West Midlands) Limited (B69) Requires improvement Also known as Charter Care Sandwell

Inspection Summary

Overall summary & rating

Requires improvement

Updated 14 May 2019

About the service:

Charter Care is a Domiciliary Care Service that is registered to provide care for people within their own homes. People using the service are older people, people with mental health needs, people who misuse drugs and alcohol and those with a physical disability or sensory impairment. 140 people were using the service at the time of the inspection.

People’s experience of using this service:

Staff were not always recruited in a safe way.

People's care plans did not always reflect the needs and preferences of people and were limited in the information they provided.

Audits were not comprehensive enough to provide a consistent overview of people’s care.

People were supported by staff to remain safe. There were enough staff available to people and people’s needs were attended to in a timely manner.

Risk assessments were in place to minimise any potential risk to people’s wellbeing. People received their medicines as expected.

Staff knew people’s needs. Staff received training and had been provided with an induction, and felt able to approach the registered manager with any concerns. People were assisted to receive nutrition and hydration by staff. People were supported to maintain their health.

People were supported to have choice and control over their lives and staff understood that they should support them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff ensured that people’s privacy and dignity was maintained.

Complaints were dealt with appropriately in line with the complaints procedure. People felt able to go to staff who would listen to them.

Rating at last inspection: The rating for the service at our last inspection was ‘Good’ with our last report published on 06 October 2016.

Why we inspected: This was a planned comprehensive inspection that was due based on our scheduling targets. We had also received some information of concern from the local authority regarding a specific incident around medicines not being given where required. We spoke with the registered manager about this and received their perspective on the incident. The registered manager had taken some learning from the incident and the person was no longer using the service.

At the last inspection the key question of Well led was rated ‘requires improvement’. This was due to concerns that there was no effective structure for staff supervisions and audits were not comprehensive. At this inspection we found that whilst staff now received regular supervisions, audits still required some improvements in providing an overview of patterns and trends.


No enforcement action was required.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

Inspection areas


Requires improvement

Updated 14 May 2019

The service was not always safe

Details are in our Safe findings below.



Updated 14 May 2019

The service was effective

Details are in our Effective findings below.



Updated 14 May 2019

The service was caring

Details are in our Caring findings below.


Requires improvement

Updated 14 May 2019

The service was not always responsive

Details are in our Responsive findings below.


Requires improvement

Updated 14 May 2019

The service was not always well-led

Details are in our Well-Led findings below.