Caremark (Wokingham and Bracknell)

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 that the provider involved people and treated them with compassion, kindness, dignity and respect.At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 told us how they promoted people’s choices when supporting them. One staff said, “Ask them for their preferences let them make their decision, the small things make them happy, they feel proud being asked for their preference.”

People and relatives told us they felt safe with staff, and they were treated with kindness. One relative said, “The carers are kind and compassionate. They give private personal care, always treating [person] with dignity.”
 

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.

Staff told us how they supported people and promoted their individual preferences. One staff said, “[We] do what they prefer, what they want to wear or eat, wash or shower involved in their daily routine, gives their own decisions. In longer term what their interests are I just do those activities whatever they want to do.” And “One client likes to go out for an ice cream, so I make sure I do that with [them]. Make sure they are happy and have a good quality of life.”

People’s care records contained detailed information about their social history, preferences and unique backgrounds.Relatives told us staff treated their family members as individuals. One relative said, “The care they provide is always very responsive to [person’s] various care needs, observing [person’s] choices and the decisions [person] wants to make.”
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us they adapted and worked with people to ensure they were supported in line with their preferences. One staff said, “Every call is different so [person] may need more support…Depends on how they communicate sometimes providing a silence is good for the [person] but next time talk about different things throughout the call. Trust is something you are supposed to build; it is not a gift.”
 

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.

Staff told us how they recognised when people’s needs changed. One staff said, “For regular clients when I go in the morning, I greet them and they reply in a certain way. If they don’t reply in that way I ask how they are feeling if anything wrong with their heath they say and we report it and tell the office. If under the weather, we call 111 or 999.” We found people’s care records contained information when staff reported concerns to the office. The registered manager told us how the service worked with people and relatives to ensure people’s medicines did not run out of supply.

Relatives also told us staff were responsive to needs. One relative said, “The management seems effective and responsive to requests. The carers provide a responsive service to my wife’s care needs.”
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were supported with regular supervisions. We reviewed these forms and noted staff were regularly engaged in conversations about their wellbeing and needs. Staff told us they felt they were supported with a manageable workload. One staff said, “If I think it is not [manageable] I can approach my care manager who is understanding.” Staff also told us, “I can always make suggestions and to be honest feel that they will look into it.”