We carried out this inspection to check on the care and welfare of people using this service. We visited Charlotte James in order to up date the information we hold and to establish that the needs of people using the service were being met. The visit was unannounced which meant the provider and the staff did not know we were coming. We spoke with six people using the service, five staff on duty and three visitors whilst we were there, and others afterwards on the telephone. We found that people's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. The home was warm, clean and well maintained with no malodours. We saw people had the necessary equipment in place to provide a safe environment. Bedrooms were personalised and suitably furnished, and shared rooms offered screening. This meant people's privacy, dignity and independence were respected.
People spoke well of the home, one person told us, 'The staff are always polite and ask me what I want.' Another person using the service said, 'They let me know who they are and ask me what support I need.'
People we spoke with told us that staff were helpful and kind. We heard staff speak respectfully and it was clear from our observations that people reacted positively when the staff engaged with them. We observed staff providing support and saw people were treated with respect. Personal care issues were discussed sensitively and discreetly. We saw the staff listened to people and did not rush them.
There was evidence to confirm the staff were unable to support everyone in a timely way. We reviewed how people were being supported in the home and consider the number of staff available had a negative impact on people using the service. One person using the service said, 'I feel uncomfortable ringing the buzzer sometimes, I know they will be busy.' People we spoke with informed us they had to wait and we had to ask staff to assist a person during our visit. Relatives also offered us information regarding this issue.
We looked at how the home kept people safe, the people that we spoke with told us they were happy in the home. One person said, 'I feel safe here and can talk to the staff I am not afraid.'
We looked at ways in which the home assessed it own quality and safety and saw suitable systems were in place.