Caremark Thurrock

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

This is the first assessment for this service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

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 service had systems in place to identify concerns, learn from incidents, and drive improvements in practice. Following the identification of governance and documentation issues, leaders implemented a comprehensive service improvement plan. Actions taken included strengthening medication management, recruitment oversight, staff supervision, and quality assurance processes. Leaders monitored progress against the plan and used identified concerns as opportunities to improve practice and reduce the risk of recurring issues. As a result, people benefited from safer care and ongoing improvements in the quality and consistency of service delivery.

Assessments were completed before care commenced, and care plans contained clear, detailed guidance to support safe transitions into the service. Relatives told us they were involved in assessments and care planning and were provided with information about the care and support being delivered.

Care plans and risk assessments were reviewed and updated when people's needs changed, including following hospital admissions, the introduction of new equipment, or changes to medication support. Leaders explained that reassessments were undertaken promptly when circumstances changed to help ensure care remained safe, appropriate, and responsive to people's needs.

The service had systems in place to support safeguarding practice, including policies, staff training and ongoing governance oversight. Staff demonstrated a clear understanding of how to recognise and respond to potential abuse and told us they would report concerns promptly to managers, head office or external agencies where necessary. Staff were also aware of whistleblowing procedures and said they would continue to escalate concerns if they believed people remained at risk.

Managers understood their safeguarding responsibilities and promoted a culture of openness and accountability, helping to identify and respond to concerns promptly and reducing the risk of abuse going unidentified, which supported people to remain safe.

People and, where appropriate, their relatives were actively involved in identifying, assessing and reviewing risks associated with their care and support. Risk assessments were person-centred and reflected individual circumstances, preferences and wishes. Relatives told us they had participated in assessments and ongoing discussions about risks and how these should be managed.

Care records contained clear information about people's routines, preferences and identified risks, together with guidance for staff on how to support people safely while promoting choice and independence.

Staff demonstrated an understanding of people's assessed risks and told us they used care plans and risk assessments to guide their practice. They also described escalating concerns to managers when people's needs or circumstances changed. Records showed people were supported to make informed decisions about their care, with discussions about risks documented and, where appropriate, involving family members to ensure agreed approaches reflected people's wishes and needs.

Environmental risks were assessed and monitored to help ensure people received care in a safe environment. Records included environmental, fire, mobility and infection prevention risk assessments, with actions taken where concerns were identified. Risks associated with equipment in people's homes that was used to support their care were assessed and monitored. Equipment used by the provider for staff training was also serviced and maintained to support safe practice.

There were enough staff who received appropriate training, support, and supervision to meet people's needs safely. Recruitment records demonstrated robust pre-employment checks, including references, Disclosure and Barring Service (DBS) checks, identity verification, and induction processes. Staff completed face-to-face induction training, competency assessments, supervision, and spot checks to support safe and effective practice. Where concerns about performance were identified, additional training and reassessment were undertaken.

Staff consistently described managers as approachable and supportive. Managers worked alongside staff, carried out observations of practice, and monitored competencies to ensure staff had the skills, knowledge, and support required to provide safe, person-centred care.

The service had arrangements in place to support effective infection prevention and control practices. Staff received relevant training, and spot checks and observations confirmed they followed hygiene procedures and used personal protective equipment appropriately.

People and relatives consistently told us staff wore gloves, aprons, and uniform during visits and raised no concerns about infection prevention practices. This gave assurance that infection risks were being managed and people were supported safely.

The service had systems to support the safe management of medicines. Staff received appropriate training, competency assessments and observations to monitor practice. Care records included medication risk assessments and guidance to support safe medicines administration.

Leaders monitored medicines practice and acted where concerns were identified. This helped ensure people received medicines support safely and in line with their assessed needs.