Caremark Doncaster, Bassetlaw and West Lindsey

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were kind and caring. People were happy with the care they received. Feedback received by the service included, “I like all the staff. [Staff member] is my favourite as she was my main carer from the beginning when I only needed 1 member of staff. [Staff member] has taught the others how I like things doing and this makes me happy." Members of staff supported each other and felt supported by the management team. One member of staff said, “I’ve only been with Caremark Doncaster, Bassetlaw and West Lindsey for a few months, but I already feel like part of a really caring team. I’ve had brilliant support and I’m proud of the difference we make every day. The office team is very supportive, approachable and fair with all staff. [The management team] all are very nice.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Feedback received by the provider included, “I changed to Caremark Doncaster, Bassetlaw and West Lindsey after my old [care] agency didn't follow the instructions as asked. Caremark Doncaster, Bassetlaw and West Lindsey have been so helpful all the way from the original enquiry to when the carers started. They still are helpful now and nothing is too much trouble for these guys. They are such a pleasure to have in my property. I couldn't fault them at all - 10/10.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to develop and maintain their independence. A member of staff told us, “[We enable] choice and control over people’s care through person-centred care and by respecting their rights and preferences. This includes supporting people to make informed choices about own health and well-being using clear communication.” People were supported to maintain relationships and social networks which were important to them. A member of staff said, “Family and friends are the foundational support systems offering emotional, practical and financial assistance to people. Social connections can be shared interests and activities and community involvement which enhances overall well-being.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The management team listened to people, families and staff about changes to people’s needs and preferences. For example, when a male staff member was leaving the organisation the management team recruited another male carer with similar interests and character knowing this would suit the men who would receive care and support. Shadowing opportunities were put in place which enable people to get the know the new carer and support a successful transition. Feedback about the provider was positive. One family member said, "I can't speak highly enough about the company. The management team are wonderful. They have always, on every occasion, sorted care out for [relative] (even if it's been last minute). Nothing seems to be too much trouble. The carers who come to [relative] are friendly and professional. [Relative] is very happy and comfortable to be left with them, which gives me peace of mind if we're away.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider supplied a communication app for members of staff. The app enabled members of staff to speak with each other, share information and keep each other up to date. A member of the management team told us, “Being a carer can be lonely when you are remote working. This app brings everyone in collaboratively and makes them feel part of the team.” The app gave members of staff access to all the provider’s policies, online e-learning opportunities, the staff handbook and every form which might be needed to record care or make referrals for additional support. The registered manager told us, “Members of staff can book annual leave straight from the app and lots more. We have peace of mind the app is safe and secure.” A member of staff said, “I’m new to care but this job has been one of the most rewarding things I’ve done. The training and support from Caremark Doncaster, Bassetlaw and West Lindsey has been excellent and I’ve grown in confidence. It’s clear everyone really cares about people and I’m proud to be part of the team.”