Charlotte's Compassionate Care Services Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection 10 older people were using the service.

The systems to ensure staff were suitable and had the skills and knowledge needed to care for people were not always followed because the provider did not always make thorough checks at recruitment and had not always recorded when they checked staff competencies or skills.

The systems for monitoring and improving the quality of the service were not always effectively implemented because they had not always identified where improvements were needed.

People using the service were happy with their care and support and generally felt communication with the agency was good. People and their relatives said the staff were kind, caring and reliable.

The staff felt well supported and liked working at the agency.

People were involved in planning their own care and making decisions about this.

There were systems for monitoring and learning from accidents, incidents and complaints. Although there had not been any at the time of our inspection. There were a range of policies and procedures which staff were aware of. People told us the provider had apologised when things had gone wrong and worked with them to improve the service.

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.