Archived: Caremark (Harrow)

We checked that contracts and care and support plans were agreed and signed by the person concerned or by a responsible family member.

People had regular care workers who knew how they wished to be assisted. One person said, 'I'm very satisfied. They look after me well and I look forward to them coming.' Several people told us that care workers were provided who could speak the person's native language.

Everyone signed a medicines assistance authority for their agreement for care workers to administer their medicines if required. The provider had appropriate arrangements in place to manage medicines safely.

Care workers told us they received appropriate training and support.

When there were minor concerns they were addressed. If a care worker was late or could not visit as scheduled, the office contacted the person and arranged for another care worker to visit them. People said, 'They always let me know when they are running late, which is all I can ask for. They're good like that.' A relative told us, 'There's been no problems as far as I'm concerned. My relative gets all the care they need and if there's anything I should know they're on the phone to me.'

All the people we spoke with were very happy with the service they received. They all confirmed they were introduced to the carer before they received the service and one person told us the carers were 'very thorough' and 'kind and caring'. People using the service and their relatives said the service was flexible and that they could contact the office to talk about any issues or concerns.

Carers confirmed they had gone through recruitment checks and had received training relevant to their roles and responsibilities, such as moving and handling and safeguarding adults. Carers also said they followed the care plans which clearly informed them about the person's needs and what support the person needed. The information written about people's needs was detailed and outlined their individual routines and preferences. This was reviewed on a regular basis so that carers looked after people safely.