Caremark Thurrock

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.

This is the first assessment for this service. This key question has been rated 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.

People and relatives consistently described staff as caring, respectful and compassionate. Feedback highlighted the positive relationships staff had developed with people and their families. Relatives described carers as "helpful," "joyful" and "like part of the furniture" because they had become trusted and valued members of people's support networks. One relative said, “Without a doubt [staff] treat him with kindness,” while another described carers as “thoughtful, professional, patient and very caring.”

Relatives told us people were treated with dignity and respect and that their privacy was maintained when support was provided. Managers reinforced these expectations through spot checks and observations, which evidenced respectful communication and person-centred care. The nominated individual told us, “One of our main values is that staff need to be caring. We can train and develop staff, but they need to be caring and trustworthy.”

The provider treated people as individuals and sought to understand what mattered to them. Care plans contained detailed information about people's preferences, routines, communication needs, and desired outcomes, helping staff to deliver personalised care. Staff demonstrated a good understanding of how people wanted their support provided and adapted their approach to reflect individual needs and wishes.

Relatives confirmed staff knew the people they supported well and delivered care in ways that reflected their choices and routines. This helped ensure people received care that was tailored to their circumstances and respected their individuality.

People were encouraged to remain involved in their own care and make decisions about their daily lives. Staff supported people to do as much as possible for themselves and adapted support to reflect individual preferences and choices.

Relatives consistently told us staff promoted independence. One relative explained staff supported their family member to continue shaving and washing their face independently because this was important to them.

Staff understood the importance of offering choices and respecting decisions, including when people chose to decline support. Leaders demonstrated a commitment to upholding people's rights and preferences, ensuring people remained in control of decisions affecting their care and daily lives.

The provider responded to people's immediate needs and adapted support when circumstances changed. Managers reviewed care plans and risk assessments following changes in people's health, care requirements, hospital admissions, or medicines. Information was shared promptly with staff through updated care records, telephone contact, and team communications to help ensure care remained safe and responsive.

Relatives told us managers remained actively involved when care packages commenced and when needs changed. One relative explained the registered manager completed the first week of care and accompanied new carers as they were introduced to their family member, helping to provide reassurance and continuity.

Relatives gave examples of staff responding promptly to concerns. One relative described how staff maintained regular contact during a hospital admission and continued to check on the person's wellbeing following their return home.

Leaders maintained regular contact with people and relatives through monitoring calls and reviews, using feedback to identify changing needs and help ensure care continued to meet people's expectations.

The provider supported staff wellbeing and enabled staff to provide compassionate care. Leaders operated an open-door approach and encouraged staff to seek support whenever needed. Wellbeing was discussed through regular meetings and supervision, and staff had access to a confidential wellbeing service.

Staff spoke positively about the support they received and described leaders as approachable, supportive, and encouraging. One staff member told us, “[Registered manager] treats me nicely and they listen to you.”

The provider also supported staff through training, shadowing, supervision, and ongoing feedback, helping staff develop confidence and the skills needed to provide effective and compassionate care.