Charmes Care

Staff had received training in safeguarding people, and they knew how to report any signs of abuse, or any accidents and incidents. However, we found safeguarding concerns were not always recognised by the management team or shared with CQC and the local authority as required.

Most people and relatives we spoke with, felt staff were kind and caring but were dissatisfied with the service they received. This was in relation to the time of day they received their visit, the length of the visit and communication with the management team.

Staff did not always feel supported in their role and felt they were not listened to if they raised concerns. Travel time was not always allocated and staff told us they were often rushed or unable to meet all of people's needs within the time given. This impacted on the culture of the service.

Staff had completed training in the safe administration of medicines and had their competency assessed to do so safely. People were happy with how they were supported around their medicines. However, improvements were needed to medicine records to ensure staff had the information they needed to administer 'as and when required medicines', and there was sufficient time in between doses.

There were quality assurance systems in place based on a range of audits. However, we found these were not always effective. They had not identified all the concerns we identified during this inspection.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People told us care staff were kind and caring and they felt safe with them. Staff respected people's right to

privacy and dignity and promoted independence.

Staff felt they could contact the management team and they were informed of any important information or changes.