Aark Health Limited Also known as Caremark Redbridge

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first assessment for this service. This key question has been rated Good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture.

The provider held regular staff meetings to establish a shared direction and a positive culture. At these meetings, leaders provided service updates, while staff shared feedback and actively participated in discussions. Meeting topics included emergency procedures, staff responsibilities and how to provide safe care and support. Staff reported a culture of collaboration, where they felt listened to and open communication had been encouraged. A staff member said, “The culture is very good, our office people are very respectful and we can talk and give feedback openly.”

People and relatives we spoke to were positive about the service. A relative told us, “‘I think that it is an excellent service that is provided, [management] are available via telephone, email and are very responsive. It is well organised and well managed. They put into practice what they say and do what the care plan says, it’s reassuring as I know that I am not caring for [person] alone.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

A care manager was in place. The care manager was supported by the nominated individual. The care manager was in the process of registering with the CQC. Relatives and staff we spoke with, told us the service was well-led and that management team were helpful and kind. A relative commented, “They are all amazing, [management] are charming and helpful, all brilliant, excellent.” A staff member commented, “[Care manager] is amazing, she is always being supportive and cooperative. We can always approach her. She is a good manager.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff reported a positive culture in which they felt able to speak up. Whistleblowing policies were in place in line with best practice guidance relating to freedom to speak up and complaints. Whistleblowing is the act of reporting wrongdoing, misconduct, or illegal activities within an organisation.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

The management team established flexible working systems. Staff spoke positively about the service and felt that management valued diversity. A staff member told us, “I have been working for Caremark (Aark Health Limited) for 2 years. Yes, I am proud of working as a carer for Caremark and enjoy working for them. They treat me well.”

The provider had a clear equality and diversity policy to ensure that neither staff nor people using the service were subjected to discrimination.

A lone working risk assessment had been completed alongside a staff risk assessment to ensure staff were safe when delivering care alone and also risks associated when supporting people with moving and handling were mitigated.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support.

A number of audits were regularly carried out by the management team to ensure oversight of the service and that people received safe and effective care. Audits were carried out on care plans and medicine management. The nominated individual also carried out audits to maintain oversight of the service. Following our feedback on care plans and medicine management, the management team informed that governance systems would be further strengthened by increasing the frequency of audits carried out to ensure shortfalls can be identified and action taken promptly.

People, relatives and staff we spoke to were very positive about the service. A relative told us, “I really do think they saved [person] after [relative] died, I’m not sure she would still be with us if it had not been for Caremark [Aark Health Limited], I would recommend them to others if they found themselves in the same situation as ours.”

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people.

The care manager and staff told us they worked in partnership with health and social care professionals to keep people in the best possible health. Staff explained that they contacted health professionals and worked with them if people felt unwell while receiving support. Care plans included the contact details of these health professional. A relative told us, “They were really good a while ago, [person] was really unwell and they recognised that there was something wrong with him, they called an ambulance and stayed until the ambulance came, they were here for well over 2 hours and they were right.” A staff member told us, “If I see or suspect a person is not feeling well, I will make sure they are ok and depending on how they are I will either call their doctor or ambulance and stay with them to make sure they are ok. I will also let their family and my office know.”

The provider focused on continuous learning, innovation and improvement across the organisation and local system.

Management gathered feedback from people, relatives, and staff through meetings, telephone monitoring, and surveys to foster continuous improvement and enhance overall service quality. Results from surveys were analysed to identify and make improvements, where possible.