# Charter House Resource Centre CIC

Charter House Resource Centre CIC is a CQC-regulated home-care agency in Burnley.

## CQC Ratings

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

Rating published: 06/12/2023

## Practical info

- Postcode: BB10 4PB
- Registered manager: Kelly, Mark
- Local authority: Lancashire
- Region: North West
- City: Burnley
- Last CQC check: 06/Dec/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-12-22
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-12-22
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-12-22

### effective

- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-12-22
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-12-22
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-12-22
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-12-22

### Other

- Finding
  - Evidence: People's communication needs identified and recorded; complaints procedure clearly explained.
  - Published: 2023-12-22
- Finding
  - Evidence: Staff provided with supervision, annual appraisals, and ongoing mandatory training.
  - Published: 2023-12-22
- Finding
  - Evidence: Registered manager promoted a person-centred culture and worked in partnership with health and social care professionals.
  - Published: 2023-12-22
- Finding
  - Evidence: Staff trained in safeguarding, infection control, MCA, and equality and diversity.
  - Published: 2023-12-22
- Finding
  - Evidence: Effective systems to organise care visits, minimising risk of late or missed calls.
  - Published: 2023-12-22
- Finding
  - Evidence: Sufficient staff were deployed with consistent care teams familiar with people's needs and preferences.
  - Published: 2023-12-22
- Finding
  - Evidence: People felt comfortable and happy using the service; relatives described it as 'an exceptional service'.
  - Published: 2023-12-22
- **care_planning** _(moderate)_
  - Evidence: not all risks had been assessed in relation to skin integrity and the management of people's medicines.
  - Published: 2023-12-22
- **staff_competency** _(critical)_
  - Evidence: The provider had failed to operate a safe recruitment procedure. This was a breach of regulation 19 1(c) 3 (a)
  - Published: 2023-12-22
- **governance** _(critical)_
  - Evidence: The provider had failed to establish an effective quality monitoring system and had not always assessed risks to people's health and safety. (Regulation 17 (1) (2) b)).
  - Published: 2023-12-22

### responsive

- Finding
  - End of life care and support
  - Published: 2023-12-22
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-12-22
- Finding
  - Meeting people's communication needs
  - Published: 2023-12-22
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-12-22

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-12-22
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-12-22
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-12-22
- Finding
  - Using medicines safely
  - Published: 2023-12-22
- Finding
  - Staffing and recruitment
  - Published: 2023-12-22

### well_led

- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-12-22
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-12-22
- Finding
  - Engaging and involving people using the service, the public and staff; Working in partnership with others; Continuous learning and improving care
  - Published: 2023-12-22
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-12-22

## 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/1-13401372021

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