- Homecare service
Caremark Doncaster, Bassetlaw and West Lindsey
Assessment report published 27 June 2025
Contents
Ratings
Our view of the service
Date of assessment: 2 June to 18 June 2025. Caremark Doncaster, Bassetlaw and West Lindsey is a care at home service providing personal care and support to adults of all ages some of whom were living with dementia, physical disabilities and sensory impairments. At the time of this assessment there were 30 people receiving care and support. This was the first assessment of the service and we reviewed all key questions and quality statements. The reason for this assessment was to provide a rating. The service has been rated good.
The provider had a proactive and positive culture of safety, based on openness and honesty. Appropriate systems were in place to share information about people's care and support to ensure continuity of care. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. People’s care plans were detailed and explained how care should be provided safely. Staff were recruited safely and pre-employment checks were completed prior to new employees delivering care and support. Medication administration was managed safely. Staff received appropriate training and support, and regular audits of processes checked compliance and safety of administration of medicines.
People's care plans clearly identified their assessed needs and detailed how they wanted their care to be delivered. Regular care teams provided care and support for people, which ensured consistency. Staff worked effectively with local health and care professionals to ensure transitions were well coordinated and planned according to people’s preferences. The provider supported people to regain their independence and control of their own care and support needs. People's care needs and risks associated with care and support were reviewed regularly which ensured agreed outcomes were achieved. People were told about their rights around consent which were respected when person-centred care was delivered.
People were always treated with kindness, empathy and compassion and their privacy and dignity was respected. Staff were kind and caring and people were happy with the quality of care and support they received. People knew their rights and had choice and control over their own care, treatment and wellbeing and they were supported to develop and maintain their independence. The management team listened to people, families and staff about changes to people’s needs and preferences. The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Care and support was personalised and person-centred. Carers knew people and provided care and support specific to them which met their individual needs. Referrals were made to community-based health and care services when there were changes in people’s needs. Members of staff involved people in decisions about their care and told them what had changed as a result. People received care and support at times they chose. The provider was flexible and accommodated changes to call times when required. People were supported to be as independent as possible and to have the support, care and treatment they needed to avoid hospital admissions. People and their families were involved in conversations and decisions about future care and support.
The provider had a shared vision, strategy and culture. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. There were clear responsibilities, roles, systems of accountability and good governance in place. These were used these to manage and deliver good quality, sustainable care and support for people. There was a focus on continuous learning, innovation and improvement across the organisation and local system. The provider encouraged creative ways of delivering equality of experience, outcome and quality of life for people.
People's experience of this service
People told us they were happy with the care and support they received. One person said, “Things are absolutely fine and I am very happy. Timekeeping is good and [the carers] stay for the full time allotted and always ask ‘is there anything else you need?’ before leaving.”
The provider was responsive to people’s changing needs and they kept people informed times of care calls would be delayed. One family member told us, “It works well with the [provider]; I can get hold of them when I need and they have been able to cope with changes like when [relative] had a hospital stay for 10 days. [Care] started up as soon as [relative] came out.” Another person told us, “If [care staff] are going to be late, they do let us know.”
Family members confirmed care was safe, “I do feel [relative] is safe and [the staff] seem to have the skills to be able to carry out the tasks with confidence. If we have needed to change anything [the provider] have accommodated it fine.”
People told us about the consistency of care and support. One person told us, “We have been having [the provider] for about 8 months now and we are getting on much better than [a previous care provider]. [Care staff] come twice a day, 7 days a week and their time keeping is very good. They stay the full time and ask if there is any other help [family member] needs.”
People confirmed staff had the training and skills to deliver care safely, “They do seem to have the skills needed and that is one thing that makes us feel [family member] is safe with [the care staff] and they took on personalising the care when we asked.”
We heard from some people who thought some aspect of care and support could be better. One family member told us, “Yes, I do think [relative] is safe but things could be improved. They have the basic skills. Sometimes social stimulation isn’t being done. I have raised this with the [management team] on the phone but while it gets better for a while it then slips back. Maybe we need to speak to the [management team] and make sure it is specifically stated in the care plan. [The care staff] appear to genuinely care but could do a lot more rather than see it as an easy option. [A member of the management team] has asked about things but maybe I need to be more specific.”
We also heard from family members about how responsive the provider had been. One family member said, “There is a regular [member of staff] and when they can’t come it is usually the same [member of staff] who provides cover. The office is very accessible and do respond to massages. I haven’t had to raise any concerns, it hasn’t got that far. [The provider] were able to cover adding an additional visit when we needed it.”
Family members told us about how members of staff supported people to access local health and care services, “My [relative] has visits 3 times a day, every day to help with personal by prompting, meal preparation, [administering] medication in pre-made packs and help with skincare. Recently one of the [care staff] highlighted to us [relative] had a problem with their legs and we were able to chat with the doctor and sort it out.” They went on to tell us, “[The care staff’s] caring is very good. [Relative] is treated very respectfully and we feel they are very safe. [Care staff] make sure the house is locked up at night-time when they leave and they give her choices when dressing and choosing meals.”
Some people identified areas where organisation of care could be better but they were still happy with the quality of the care provided. One family member told us, “Overall [relative] is happy but there seems to be some uncertainty. There is a core group of carers with extras covering but [relative] prefers the extra carers getting on better with them. Their time keeping is alright but if the early [members of staff] are late and the lunch [members of staff] early, sometimes, [relative] isn’t ready to eat. We haven’t ever had them not turn up though which is good! The [provider] is accessible and they did liaise with [local authority] for us when we had a problem and needed more time. I would be happy to recommend [the provider] and have done already!”
Another relative told us, “[Members of staff] have been coming for about 18 months, 4 times a day, every day and we haven’t had any major issues. We do feel [relative] is safe as [the provider] has made the visits fit the times needed for [relative’s] [time specific] medications. We had a meeting with [a member of staff] who was very efficient and our experience of the [management team] is the same. [The provider] has accommodated changes very easily; medications were adjusted and the care plan changed – it was really flexible.”
Family members told us about the impact the provider had on everyone’s quality of life, “[The care staff] are absolutely 100% the best, with real consistency. [The care and support] has taken all the pressure off the family so we can relax and not worry. We have 1 main carer plus 1 who gives cover and they treat [relative] with real dignity and respect. It is important [relative] keeps her routine, which [the care staff] do. The organisation seems to be well led. They always answer the phone promptly and new instructions are always carried out.”