Caremark Doncaster, Bassetlaw and West Lindsey

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 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 people’s needs. Care and support were personalised and person-centred. Carers knew people and provided care and support specific to them which met their individual needs. Following a family emergency the provider continued to support a person throughout the night irrespective of whether they would be paid for it or not. The registered manager said, “We did not know if we would be paid for the night sit. It was about supporting [the person] through a very difficult situation they did not fully understand. It was the least we could do as a company; being paid was not important. We ensured the member of staff was paid for the work and the support they provided, regardless. [The person] was supported through the whole process. They were kept safe and reassured throughout the night. We continued to support them going forward with whatever they needed.”

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. The provider made referral to community-based health and care services when there were changes in people’s needs. This included referrals to occupational therapy teams so people’s mobility could be assessed and the correct equipment, to support them, provided. There were good links with the hospital discharge team and community social care team which ensured joined up care and support for people when they left hospital.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People’s communication needs were assessed and discussed during their initial assessment. This ensured staff knew how to communicate with people. A member of staff told us how they engaged with people about their care and support, “I ring them up or speak to the person or their family to make sure [Caremark Doncaster, Bassetlaw and West Lindsey] are meeting all their care needs or to find out if any part of their care plan needs changing. I do this regularly so if there are any problems or issues, they can be sorted out.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Members of staff involved people in decisions about their care and told them what had changed as a result. A member of the management team told us how they use online reviews, “We pride ourselves on our reviews on home care.co.uk. These reviews are important. They help anyone looking for a new provider for a loved one. These reviews are honest testimonies from people and families who have received care from Caremark Doncaster, Bassetlaw and West Lindsey.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People received care and support at times they chose. The provider was flexible and accommodated changes to call times when required. A member of staff told us, “All people get the same high standard of care throughout. It involves ensuring sufficient resources, compassionate staff, clear communication and personalised care plans which respect individual needs and preferences.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People were supported to be as independent as possible and to have the support, care and treatment they needed to avoid hospital admissions. Where needed, the provider worked with other professionals to review and adjust support people received to ensure their wellbeing. A member of staff told us, “We treat every person with the same respect and dedication no matter their background, ability, or age. We provide consistent, and person-centred, care.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The provider had an end-of-life policy in place and staff received training about supporting people sensitively and compassionately. People and their families were involved in conversations and decisions about future care and support.