Background to this inspection
Updated
27 February 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and two Experts by Experience.
An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. The Experts by Experience made telephone calls to people and relatives receiving the service about the support and service they received.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period notice of the inspection because some of the people using it could not consent to a home visit from an inspector. This meant that we had to arrange for a ‘best interests’ decision about this.
Inspection activity started on 17 December 2019 and ended on 20 December 2019. We visited the office location on17 December 2019 where we spoke with staff and viewed records. We visited people in their homes on 18 December 2019 alongside staff. On 20 December 2019 we contacted people by telephone.
What we did before the inspection
Prior to the inspection we reviewed all the information we had about the service, including notifications. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
We used all of this information to plan our inspection.
During the inspection
We visited and spoke with two people in their own home and contacted 16 people using the service and 10 relatives. We also spoke with the managing director the care manager and four members of the staff team. We reviewed a range of records including the electronic records for medicine administration.
After the inspection
We requested and received further information following our inspection from the provider in relation to support people received.
Updated
27 February 2020
About the service
Caremark is a service providing care and support to people in their own home. At the time of the inspection the service was providing support to 180 people; about two thirds received support with personal care. The service provided both regular daily visits to people receiving personal care and some live-in staff members providing a 24-hour support service.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
Arrangements for social activities were creative and met people’s individual needs. The service went over and beyond in finding out what people would like to do, what they used to do, and how it could facilitate those wishes. Staff were skilled in meeting people’s communication needs.
We received positive comments about the service. People told us, “I get the same ones (staff) who are regular. They help to keep my independence and provide me with companionship. I cannot sing their praises highly enough. I feel safe because I know them and who is coming.” Relatives told us the service was flexible and ‘aimed to please’. One relative told us, “The regular lady is very nice. She knows mum and she’s very efficient. She’s like a friend more than a worker and she’s kind and polite.”
Staff were safely recruited and received exceptional supported to develop their skills. The provider recognised the importance of treating staff well and rewarding them for their commitment. This led to a positive working environment where staff felt valued and listened to. Staff told us how they felt proud working for an organisation that was forward thinking and open to new ideas.
Staff were aware of how to report any concerns about neglect or abuse. Staff told us they were part of an organisation that promoted their well being together with the people who used the service.
Risk assessments were in place to ensure people were supported safely. Staff supported people to take their prescribed medicines and contacted people outside of visits to remind them to take their medicines.
We observed people were treated with kindness and compassion. People and their relatives told us they were treated with respect. One person we spoke with told us, “They are patient, kind and understanding” Another commented, ‘Very much so, no complaints.’
The service sought new technology and other solutions to make sure that people lived with as few restrictions as possible. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection:
The last rating for this service was good (published 21/02/2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.