# Charmes Care

*Operated by First City Nursing Services Limited.*

Charmes Care is a CQC-regulated home-care agency in Newport.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 13/06/2023

## Practical info

- Postcode: PO30 2AA
- Registered manager: Mcloughlin, Elisha
- Local authority: Isle of Wight
- Region: South East
- City: Newport
- Last CQC check: 13/Jun/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Provider and senior management team were open and transparent throughout the inspection and took immediate action where concerns were identified.
  - Published: 2023-06-13
- Finding
  - Evidence: People felt safe with individual care staff and described them as kind, respectful and dedicated.
  - Published: 2023-06-13
- Finding
  - Evidence: Protected characteristics were identified within care plans, respected and supported.
  - Published: 2023-06-13
- Finding
  - Evidence: Accidents and incidents were recorded and monitored with lessons learned shared across all services.
  - Published: 2023-06-13
- Finding
  - Evidence: Staff had access to PPE and infection prevention and control policy was up to date.
  - Published: 2023-06-13
- Finding
  - Evidence: Electronic medicines administration records (MAR) and topical cream records (T-MAR) were used.
  - Published: 2023-06-13
- Finding
  - Evidence: Safe and effective recruitment practices were followed.
  - Published: 2023-06-13
- Finding
  - Evidence: Staff had received training in safeguarding and medicines administration with competency assessments completed.
  - Published: 2023-06-13
- Finding
  - Evidence: People's care plans were up to date and contained person centred information.
  - Published: 2023-06-13
- **incident_learning** _(moderate)_
  - Evidence: they had failed to identify where some incidents or concerns raised, were safeguarding and further action was required to ensure people were safe.
  - Published: 2023-06-13
- **communication_with_families** _(moderate)_
  - Evidence: I have called [the office] several times, but nothing gets done... If I ring [the office] and complain it doesn't go anywhere.
  - Published: 2023-06-13
- **missed_or_late_visits** _(moderate)_
  - Evidence: They are supposed to be here for an hour, but I never get an hour... They can be up to an hour and a half late sometimes.
  - Published: 2023-06-13
- **governance** _(critical)_
  - Evidence: Audits being completed had not identified the concerns we found during our inspection... no overall auditing process to identify if staff arrived on time.
  - Published: 2023-06-13
- **care_planning** _(moderate)_
  - Evidence: People's care plans did not always contain enough information for staff to understand how to mitigate risks... other identified risks lacked sufficient detail.
  - Published: 2023-06-13
- **medication_management** _(moderate)_
  - Evidence: Where people were prescribed 'as and when required' medicines to be taken up to 4 times a day, there was not always a 4-hour gap in between staff administering them.
  - Published: 2023-06-13
- **staffing_levels** _(critical)_
  - Evidence: one staff member visited 9 people over the course of their shift, where no travel time was allocated. The average travel time accumulated was 58 minutes.
  - Published: 2023-06-13
- **safeguarding** _(critical)_
  - Evidence: we found 4 occasions where CQC had not been notified of safeguarding concerns, 3 of which had also not been shared with the local authority safeguarding team.
  - Published: 2023-06-13

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-06-13
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-06-13
- Finding
  - Using medicines safely
  - Published: 2023-06-13
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-06-13
- Finding
  - Staffing and recruitment
  - Published: 2023-06-13
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-06-13

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2023-06-13
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-06-13
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-06-13
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-06-13
- Finding
  - Working in partnership with others
  - Published: 2022-07-26
- Finding
  - Continuous learning and improving care
  - Published: 2022-07-26
- Finding
  - Engaging and involving people using the service, the public and staff; promoting a positive culture
  - Published: 2022-07-26

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-11218848909

HomeCare Compass is an independent guide and is not affiliated with the CQC.