Archived: Charter Care (West Midlands) Limited (WV11) Also known as Charter Care Wolverhampton

We found that people's consent to care was sought. People told us they felt in control of the care process. However, we found that improvements needed to be made in training around mental capacity.

People received care which met their needs. One person told us, 'They do exactly what it says in the care plan'. However, we found that some risk assessments lacked appropriate detail which would provide care workers with information on keeping people safe.

Care workers used equipment in a way which limited the risk of the spread of infection. People told us that staff wore appropriate personal protective equipment when delivering care, such as gloves and aprons.

Care workers were skilled in carrying out their roles. One person told us, 'The service is good as the girls are good'.

The provider carried out audits of care to ensure people received safe care. People confirmed that senior care workers checked their daily care records to ensure they were being completed correctly.

We found that people were supported in making day to day decisions about the care they received. People's values and diversity were respected and promoted.

The care people received was reflected in their care plans. People we spoke with were positive about the standards of care they experienced. One person told us, 'I've always been very happy with the care'.

We found that staff were recruited in a safe way and correct checks were carried out to ensure their suitability to care for people. People we spoke with told us that staff were skilled and well trained. One person said, 'They're always trained and you know what they're doing is right'.

Quality checks and audits were in place to ensure people were receiving a good standard of care. The provider took action when issues were identified.

The service had a clear complaints procedure which was accessible to people. The service told people about the complaints procedure so they knew how to make a complaint. One person told us, 'I am aware there's a complaints procedure, but I've never had to use it'.