The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Caremark Redditch and Bromsgrove

Greenlands Business Centre, Studley Road, Redditch, Worcestershire, B98 7HD (01527) 521777

Provided and run by:
G G Trading Limited

All Inspections

11 September 2013

During a routine inspection

We spoke with nine people who used the agency, seven family members and three members of staff, the manager and provider.

People told us that they were happy with the service they received and it made a big difference to their lives. They told us that care staff treated them with respect and dignity whilst their independence was promoted. One person who used the agency told us: 'Very fortunate with the carers we have got, they really care.' One family member told us: 'They (care staff) have been very good' and 'Changed my life.'

We found that people and their family members had been involved in how their care was planned. They told us that they had been consulted about their preferences. One person said, "If I want something done in a certain way, they (care staff) do it.'

We were told that care staff took their time and did not rush people. One person who used the agency described the service they received as: "Very good quality." Another person said: 'They (care staff) understand my needs' and 'I have put on a bit of weight as they (care staff) make sure I am being fed properly and I feel much better for it.'

Systems were in place to protect vulnerable people. Staff had been trained in how to recognise adult abuse and records confirmed this. Staff we spoke with understood what adult abuse was and knew what the procedures were to report this. One person who used the agency told us: 'They (care staff) are very friendly and polite and make me feel comfortable.'

We saw that systems were in place that captured the views of the people who used the agency. These were used as part of the systems that regularly assessed and monitored the quality of service that people received.

1 November 2012

During a routine inspection

We spoke with four people who used this care agency, one relative and one friend. We also spoke with five care staff, one member of staff in the office, the manager and the provider. This helped us to understand the experiences of people who used the service.

The people using the service, a relative and a friend who we spoke with told us they were happy with the quality of care and support provided and that it met people's needs.

People told us that they were treated with respect and that staff maintained their privacy and dignity. Some of the people using the service, a relative and a friend who spoke with us described how staff would close doors and curtains whilst people were assisted with their personal care tasks.

We received feedback from people who used the service and a relative who indicated that staff usually arrived on time, and usually stayed to give care and support for the agreed amount of time. People told us that staff would normally ring them if they were going to be delayed.

People we spoke with were confident that they could raise concerns if they were not happy with the care being provided and that they would be listened to.

6 December 2011

During an inspection looking at part of the service

We carried out this review to check on the care and welfare of people using this service.

We contacted seven people that used the service by telephone. When we made the telephone calls we spoke with the person who used the service, their partner or a relative.

People told us they were happy with the care worker who had been polite, respectful and maintained their dignity. They were able to contact the service easily and felt they were able to make requests to change their care or treatment.

They had received regular carer workers, but when a new or different care worker called they had not always read the care plans before providing care. When we spoke to care workers they were expected to read the care plans before delivering care, but some care workers had preferred to talk to people about the care they required. People told us that they liked it when the care workers read the care plans first.

The agency had recently introduced sending rotas to the person who used the service, of which care worker would be attending for the forthcoming week. People told us that they did not always get these and in one instance it had taken three requests before they received them.

People told us that the agency would contact them if their care worker was delayed or there was a change to the expected care worker. However, two people told us that sometimes a care worker would contact them if they were delayed. When we spoke to care workers they told us that the agencies policy was to contact their field care supervisor, but they did sometimes contact the person direct if they knew the person well.