Charisma Services

Updated 23 May 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was completed by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 11 March 2020 and ended on 17 March 2020. We visited the office location on 11 March 2020.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with one person who used the service and three relatives about their experience of the care provided. We spoke with three members of staff including the provider, a senior care worker and a care workers.

We reviewed a range of records. This included two people’s care records and multiple medication records. We also reviewed a variety of records relating to the management of the service, including policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 23 May 2020

About the service

Charisma Services is a care agency providing personal care to 28 people aged 65 and over at the time of the inspection.

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.

People’s experience of using this service and what we found

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.

Staff were kind and friendly and there were enough staff to ensure people’s calls were completed on time and people did not feel rushed when receiving care. Staff received training and support which enabled them to provide safe care for people. People and relatives told us staff knew their needs well and they received personalised support which supported their dignity and respected their privacy.

Care plans contained all the information staff needed to provide care and were reviewed regularly or when people’s needs changed. People had been involved in planning their care so that they could be sure it was personalised to their individual needs.

Risks to people were identified and care was planned to keep people safe. Staff had received training in how to administer medicines safely and how to keep people safe from the risk of infection. Staff knew how to keep people safe from the risk of abuse and were confident to raise concerns.

People knew how to complaint and the provider had a policy in place to manage complaints. However, people were happy with their care and no complaints had been received since our last inspection. People’s views of the care provided were gathered and used to improve the quality of care people received.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (Published 29 September 2017)

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

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