Caremix Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated Good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in their needs.

Staff demonstrated a good understanding of people’s preferences, routines and what mattered to them. Feedback from staff reinforced this approach. One member of staff told us, “[Person] tells me what they would like and how they would like it”, and another said, “Every day for [person] is unique”, showing care was tailored to the individual.

Care was shaped around the person’s daily choices, such as food preferences, personal care routines and how they wished to spend their time. Staff described how they regularly engaged people in conversations about their day, interests and wellbeing, helping to build meaningful relationships. Care plans included detailed guidance about personal preferences, including items of importance. Daily interactions reflected a person-centred approach, with staff respecting how people wished tasks to be completed and adapting support accordingly.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care was delivered consistently by a small team of regular staff, which promoted continuity and familiarity. Rotas showed the same carers supported people at consistent times each day, helping to ensure stability in care delivery.

Care plans included information about involvement from family members, including legal arrangements such as lasting power of attorney, and staff maintained regular communication with relatives regarding changes in needs and appointments. Staff confirmed they shared updates through daily records and direct communication, supporting joined-up care.

Staff had undertaken a range of training, including dementia, mental health and other conditions, which supported their understanding of broader health needs. Care delivery remained tailored to the individual’s specific needs, with external partners and family involved where appropriate to support continuity.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Policies and procedures demonstrated a commitment to the Accessible Information Standard. The provider had systems to ensure information could be adapted, including the use of simple language, easy-read formats and communication tools such as symbols, pictures or sign language where required.

Care plans recorded communication needs and preferences, and staff had received training in confidentiality and communication. The service user welcome pack provided clear information about care arrangements, costs and expectations, supporting transparency for people and relatives. Although there was no current evidence of people requiring alternative formats, policies and guidance ensured systems were in place to meet individual communication needs should this change.

The provider listened to and understood people’s needs, views and wishes and made it easy for people to share feedback about their care, treatment and support.

Systems were in place to gather feedback from people and relatives, including surveys and direct communication with the management team. Feedback received was positive, with relatives describing managers as responsive and accessible when concerns were raised. The complaints policy set clear expectations for responding to concerns, including timescales for acknowledgement and investigation. Records showed that concerns were addressed appropriately and used as learning opportunities.

Staff told us they reported issues and responded to feedback, including resolving concerns about care delivery. The provider used feedback from people and those close to them to improve care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service offered flexible and responsive care, including a 24-hour contact system to ensure support was available when required. Management shared responsibility for on-call arrangements, ensuring people and relatives could always access support. Care delivery was reliable, with scheduled visits taking place daily. Relatives told us staff usually attended as expected, and when issues occurred, such as occasional missed visits due to emergencies, the provider arranged alternative support promptly. The service supported access to a range of activities and appointments, including companionship, community access and healthcare visits, helping to ensure people could engage with services important to them.

The provider understood people’s individual needs and worked to ensure equity in people’s experiences and outcomes.

Policies reflected a commitment to equality, diversity and inclusion, including recognition of protected characteristics and promoting inclusive practice. Staff had completed equality and diversity training to support their understanding. Care plans included relevant personal information, such as gender identity and preferences, and provided opportunities for people to share their needs in relation to relationships, culture or identity. Policies also addressed areas such as sexuality and relationships, ensuring people’s rights were respected.

The provider demonstrated awareness of the need to tailor care to individual needs and preferences to reduce inequality, supporting people to receive care that respected their identity and choices.

People were supported to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. The provider had policies in place to support advanced care planning and end of life care, aligned with recognised guidance. These emphasised person-centred planning, involvement of healthcare professionals and respecting people’s wishes. Care records showed that people had chosen not to discuss aspects of future or end of life care, and this decision was respected. Information guided staff to involve family members where appropriate, ensuring decisions could still be supported when needed.

Policies highlighted the importance of working with external professionals and maintaining communication as people’s needs change, supporting future planning in a sensitive and individualised way.