Background to this inspection
Updated
6 July 2019
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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team: One inspector and one expert 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.
Service and service type: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
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 the service notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 12 June 2019 and ended on 14 June 2019. We visited the office location on 12 June 2019.
What we did;
Before inspection:
¿ Our inspection was informed by evidence we already held about the service. We also checked for feedback we received from members of the public and local authorities. We also checked records held by Companies House.
During inspection:
¿ We spoke with seven people who used the service and one relative.
¿ We spoke with the three care staff members, the field care supervisor and one of the directors who undertook the care co-ordinating and the training, the registered manager and the provider. We looked at aspects of four people’s care records and other records that related to people’s care such as medication, audits and other documentation about the management of the service.
Updated
6 July 2019
About the service: Caremark is a domiciliary care service. At the time of the inspection 80 people aged 65 who may have dementia, physical, mental or sensory impairment or a learning disability were receiving personal care. 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.
Why we inspected: This was a scheduled inspection based on the previous rating.
People’s experience of using this service:
People continued to tell us they felt safe and well supported. Staff had a good understanding of how they protected people from harm and recognised different types of abuse and how to report it. Potential risks to people had been identified through assessments and people had been involved with decisions in how to reduce the risk of harm to them. There were enough staff on shifts to keep people safe and meet their needs in a timely way. People’s medicines were managed in a safe way. Safe practice was carried out to reduce the risk of infection. Where incidents had happened, lessons had been learnt and shared with the staff group.
People’s care continued to be assessed and reviewed with the person involved throughout. Where people had support with their meals they were given food they enjoyed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. Staff worked with external healthcare professionals and followed their guidance and advice about how to support people following best practice.
Improvements had been made regarding the delivery of care which were in line with people’s preferences. Any changes in people’s care was communicated clearly and promptly to the staff team. Staff treated people with respect for the choices they made. Staff were trained to support people with their end of life care. People had access to information about how to raise a complaint.
The registered manager and management team were approachable and effective. The checks the registered manager made to ensure the service was meeting people’s needs focused upon people’s views and experiences.
Rating at last inspection: At the last inspection in October 2016 the service was rated Good.
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.