# Charlotte's Compassionate Care Services Ltd

Charlotte's Compassionate Care Services Ltd is a CQC-regulated home-care agency in Sunbury-on-thames.

## CQC Ratings

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

Rating published: 14/12/2022

## Practical info

- Postcode: TW16 5AD
- Registered manager: Naluwemba, Charlotte
- Local authority: Surrey
- Region: South East
- City: Sunbury-on-thames
- Last CQC check: 14/Dec/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-12-14
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-12-14

### effective

- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-12-14
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-12-14
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-12-14
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2022-12-14
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-12-14

### Other

- Finding
  - Evidence: The registered manager understood duty of candour responsibilities and had apologised and offered solutions when things went wrong
  - Published: 2022-12-14
- Finding
  - Evidence: There were appropriate procedures for dealing with complaints and people told us concerns had been dealt with promptly and efficiently
  - Published: 2022-12-14
- Finding
  - Evidence: Staff felt well supported and liked working at the agency, with regular meetings and discussions with the registered manager
  - Published: 2022-12-14
- Finding
  - Evidence: The provider's electronic systems allowed people's families to access care plans and care notes to stay informed
  - Published: 2022-12-14
- Finding
  - Evidence: People received personalised care which met their needs and reflected their preferences, with care plans regularly reviewed and updated
  - Published: 2022-12-14
- Finding
  - Evidence: The provider liaised with other healthcare professionals when needed and staff identified changes in people's health and reported these
  - Published: 2022-12-14
- Finding
  - Evidence: People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible
  - Published: 2022-12-14

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-12-14
- Finding
  - End of life care and support
  - Published: 2022-12-14
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2022-12-14
- Finding
  - Meeting people's communication needs
  - Published: 2022-12-14
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-12-14

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-12-14
- Finding
  - Preventing and controlling infection
  - Published: 2022-12-14
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-12-14
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-12-14
- Finding
  - Using medicines safely
  - Published: 2022-12-14
- Finding
  - Staffing and recruitment
  - Published: 2022-12-14

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-12-14
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-12-14
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2022-12-14
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-12-14
- Finding
  - Continuous learning and improving care
  - Published: 2022-12-14

## 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/1-11762194078

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