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Caremark (Mid Sussex and Crawley) Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 26 June 2018

This inspection took place on the 27 March and 11 April 2018 and was announced. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. This service was previously inspected on 27 October 2015 and was rated as ‘good’ in all five ‘key question’ domains of ‘safe, effective, caring, responsive and well-led’.

This service is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to people with varying levels of need, including older people, younger adults, people living with dementia and mental health, eating disorders, substance misuse problems, learning disability, physical disability and sensory impairment.

There was a registered manager at this service. 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. The registered manager was also one of two registered providers for this service.

Caremark (Mid Sussex and Crawley) provides personal care services to people living in the Haywards Heath, Burgess Hill and Crawley areas. Companionship and domestic support can also be provided. Not everyone using this Caremark service received regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection, 147 people received a service from the agency.

This agency provided an extremely personalised and innovative service to people living in their own homes in the community. As well as the more traditional care at home service provided to people, the local social services department had funded a six month pilot for a new responsive model of care called ‘Patch Care’. This new model of care had been created and designed by the Caremark Franchise and taken to the local social services department to fund the pilot project. This service provided an innovative and exciting new model of care with a more tailored approach to care than most traditional care at home services. People and staff included within the new pilot enjoyed the benefits of a more flexible service that responded to individual needs at variable times when people really needed and wanted the support. People were actively engaged and involved in shaping the service provided by this agency and the new ‘Patch Care’ pilot involved people and aimed to tackle the issue of loneliness and social isolation for people.

The agency was engaged very proactively and positively with community organisations in support of people and their relatives living with Parkinson’s Disease. On World Parkinson’s Day the agency worked closely with local Parkinson’s Society representatives to organise a community event which was attended by over 25 people and their relatives, as well as staff and the management of the agency. We also attended this event and observed the positive benefits for people.

People were supported by a very caring staff and management team who demonstrated kindness and compassion towards people, their relatives and their colleagues alike. Staff were reported to have helped people to maintain their independence and also supported a person to regain their confidence to walk again with staff support, dedication and positive encouragement. There was a very evident person-centred culture throughout the agency with staff who demonstrated real passion and dedication towards people and towards each other. People and their relatives were without exception extremely positive and happy with the service they received an

Inspection areas

Safe

Good

Updated 26 June 2018

The service was safe.

People received their medicines safely by suitably skilled and competent staff.

Risks to people were assessed and mitigated. People were protected from the spread of infection. Staff used personal protective equipment safely and appropriately.

People were protected by safe staff recruitment practices which meant that staff were of good character.

Lessons were learned when things went wrong and the management team responded quickly to concerns raised to ensure people remained safe.

Effective

Good

Updated 26 June 2018

The service was effective.

People’s needs were assessed by staff knew them well and had the knowledge and skills to meet their needs effectively. This included support to eat and drink enough when this support was required by people.

Staff received regular training with a training facility situated in the main office. Staff were appropriately supported in their roles and their performance was monitored by management.

Staff had an understanding of the Mental Capacity Act and promoted choice and independence whenever possible. Consent was sought before staff provided support and interventions for and with people.

Staff worked positively with healthcare and other external professionals which supported people to access healthcare services as they needed them.

Caring

Good

Updated 26 June 2018

The service had a very caring culture and ethos that was seen through the entire organisation.

People’s dignity and privacy was understood and maintained by staff and people and their relatives told us that staff were very caring and compassionate.

Staff had enough time to care for people and new models of innovative care models were delivered which enabled staff to provide an individually tailored and flexible service to meet people’s needs and choices when they wanted the support. People were involved with decisions about their care and were given the information they needed.

Responsive

Outstanding

Updated 26 June 2018

The service was extremely responsive to people’s needs.

People received a service that responded to their individual needs by staff and a management team who cared about people’s quality of life being improved. The agency worked in partnership with the local social services department to provide a new imaginative and innovative service which was responsive and tailored to meet people’s individual needs.

The agency supported people living with Parkinson’s Disease to engage in community events that provided people with positive opportunities to engage in the wider community in which they lived.

People and their representatives, as appropriate, were involved in the planning of their care and their views and wishes were listened to and acted on.

The complaints process was understood and people and their relatives knew how to make a complaint or raise a concern. Complaints were thoroughly investigated and learned from. People did not have significant concerns about the service they received.

Staff supported people and their families surrounding all aspects of care and support provided to and with them. People’s end of life wishes were known by staff who knew them and their families well.

Well-led

Outstanding

Updated 26 June 2018

The service was exceptionally well-led by a professional, dedicated and caring team.

People and their relatives told us that the service was well managed and efficient.

There were very clear aims and objectives of the service with a management and staff team that worked well together and understood the values and overall vision of the service provided to people.

Staff enjoyed their roles and worked well together as a team to provide an ‘exceptional’ level of care to people. People and staff views were listened to.

People received a service from a well-led organisation with systems and processes completed that supported the quality and safety of the service.

The management culture was open and transparent with a clear willingness to learn and work in partnership with external agencies to continual improve and drive the quality and safety of the service positively using innovative new ways of delivering care to people in their homes.