Aark Health Limited Also known as Caremark Redbridge

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 that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices.

Care plans included peoples’ backgrounds and the support they required in specific areas such as on nutrition, personal care and mobility. However, there were some inconsistencies with care plan as some care plans included personalised support people required with personal care such as showers, but we found some care plans did not include this level of information such as which body parts staff should wash when supporting with personal care to ensure people consistently received personalised care. We fed this back to the management team who confirmed this had been updated following our feedback.

People and relative were positive about they care they received. A person told us, “They are very good, they get me up, washed, toileted, give me my breakfast, every day, they also put me to bed I’m chair bound. They have to do these things for me.” A relative commented, “Caremark (Aark Health Limited) care for [person] twice a day and provide all personal care that is required to keep him healthy, they shower him, give him a haircut, shave, toilet, they do his exercises with him as part of his physiotherapy and they do all this to an excellent standard.”

Staff told us they found care plans helpful to provide personalised support. A staff member told us, “Care plans and risk assessments is helpful. It has clients’ needs and it is always being updated and helps with our job. If there is any changes to risks or people’s needs, I will let my manager know and they will update.” Another staff member commented, “The care plans is very helpful, we get all the information we need regarding people and the risk assessments is very helpful too so we know about risks about particular individual so we can give quality care.”

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.

People using the service were supported by the same staff, which helped promote continuity of care. The provider maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members to people. The service also took into account on people’s preferences on staff members such as staff cultural backgrounds. A relative told us, “The care [person] has had from the carers has really made a huge difference and it really does help that the carers have been matched to meet [persons] needs especially as they are from the same culture.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider ensured people received information in accessible formats where required. Care plans featured communication strategies detailing how to interact effectively with people based on their preferred communication styles.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The service appropriately supported people to give their feedback, share ideas or make a complaint. A complaints policy was in place that included how complaints would be processed. No complaints had been made. The provider actively sought feedback on the quality of the service using surveys and forms to prompt and promote regular feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received timely care and support tailored to their needs. Staff, people and their relatives jointly agreed on these care arrangements. Management reviewed care plans regularly to ensure continuous support and remained on call for emergencies when required. A relative commented, “Yes, the service is excellent. It is very good for us me and [person].”

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.

Staff completed equality and diversity training to recognise and address discrimination effectively. An equality and diversity policy was also in place. The care plans promoted equity in both experience and outcomes. For example, the provider supported people with limited mobility, such as with wheelchairs so they can access the community.

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 discussed future planning with people during reviews to address their changing support needs.

No one required end-of-life care during the assessment. staff had received training on end of life care should people require support in this area.