This inspection took place on 24, 27 and 28 April and was announced. We gave the provider 48 hours' notice of our visit because the location provides domiciliary care and we needed to make sure there would be someone in the office at the time of our visit.

Field House (Charter Care) is registered with the Care Quality Commission to provide personal care to people who wish to remain independent in their own homes. The agency provides services throughout Walsall and Wolverhampton, and provides care for people with healthcare and social care needs. At the time of our inspection there were 117 people using the service. This was the service's first inspection since registering with us.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Robust systems and processes were in place to keep people safe. Assessments of risk had been completed and staff had clear guidance on how to support people safely. Staff demonstrated that they knew how to identify abuse and report it appropriately. The provider used safe recruitment practices to ensure staff were suitable people to provide care.The provider ensured there were enough staff to meet people’s needs and people received calls on time.

Staff followed appropriate procedures to ensure people received the medicines they needed safely. These included clear guidance to staff on the application of “as required” creams and the name, purpose and dosage of medicines people were taking.

Staff knew how to support people’s rights and ensure they consented to the care they provided. Staff communicated with people effectively to ensure they received the care they wanted.

Staff received training in the areas of care which effected people. New staff underwent an induction process to familiarise themselves with the role and the support people required. Staff communicated with people in the best way for the person.

Staff supported people to eat and drink in a way which followed specialist assessment and guidance. Staff contacted healthcare professionals, when required, to support people’s health and well-being.

People received care from a consistent staff group who showed compassion and empathy. People’s care was regularly reviewed to ensure it was up to date. Staff supported people with their independence, dignity and privacy.

People knew how to raise any concerns they might have with the provider. The provider ensured people had received guidance on how to raise issues. People were able to communicate with the management team when they needed to.

We found the registered manager and provider had systems in place to monitor the quality of care. Audits were undertaken of both records and the personal care provided by staff, although some records required further development. Staff received regular one to one meetings with management and feedback about their performance and development in a constructive way.