Archived: Charlotte James Care Home

We found that suitable and sufficient improvements had been made where we had identified concerns. We saw the provider had put right what was required. This meant there were sufficient staff to meet people's needs and care was delivered in an effective and safe way.

We spoke with six people using the service, a visiting health care professional, four staff, four visitors and the manager. People told us that they were happy with the care they received. We saw that staff provided sensitive support and people were treated respectfully. One person said, 'The manner of staff is good. They are responsive and they come when needed.' A relative told us, 'I had no faith and no trust. It is now much better; it finally feels like there is a vision, commitment and leadership.'

We saw the home could demonstrate how arrangements to seek people's consent to care or treatment had been agreed in the person's best interests.

We saw there were sufficient staff available to meet the needs of the people using the service.

People using the service felt comfortable with the staff, one person told us, 'The staff are very pleasant, they are excellent and talk nicely'. People using the service liked the staff and felt they understood their needs.

Everyone we spoke with referred to a lack of staff and told us about the concerns they had as a result of this. One person told us, 'They are all lovely in their own way but they just don't have the time. I often have to wait but I know they will come as soon as they can'.

We saw information regarding capacity and consent was not always in place. This meant the home could not demonstrate how arrangements to seek people's consent to care or treatment had been agreed in the person's best interests.

Care records were in place but some of these lacked important information and clarity. This meant care treatment and support may not be delivered in a consistent way.

Staff received the training and support they required to ensure they could undertake their roles and responsibilities in a competent manner.

Systems were in place to ensure the home could monitor the quality of care delivered. The manager and regional manager told us they knew that changes were needed to address the current situation.

This unannounced inspection was to look at the evidence available following an action plan received from the home, and to speak with people who used the service to see if improvements had been made. We found that the staffing levels had not been increased but following the recent recruitment of staff they were being increased from August 27 2012.