You are here

Caremark (Worcester & Malvern Hills) Good

Inspection Summary

Overall summary & rating


Updated 25 October 2019

About the service:

Caremark (Worcester & Malvern Hills) is a domiciliary care service that provides personal care to people in their own homes. 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. At the time of our inspection, 65 people were using the service.

People’s experience of using this service and what we found

Staff understood how to identify and alert others to potential abuse involving people who used the service. The risks to people had been assessed, and plans were in place to manage these and keep them safe. The provider employed enough staff to provide people with a reliable service, and carried out checks on staff suitability before they started work with people. Staff helped people to take and manage their medicines safely. Staff and management took steps to protect people from infections. Staff recorded and reported any incident or accidents involving people, so these could be reviewed and learned from.

People's individual needs were assessed with them before their care started. Staff received training and ongoing management support to help them work safely and effectively. People had support to prepare their meals and drinks where they needed this. Staff and management sought to work effectively with community health and social care professionals involved in people's care. They helped people seek professional medical advice and treatment, if they were unwell. People's rights under the Mental Capacity Act 2005 were understood and promoted by staff and management. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff approached their work in a caring manner, and knew the people they supported regularly well. People were encouraged to have their say about the service provided. Staff treated people with dignity and respect.

People's care plans were individual to them and staff said they read and followed these. People and their relatives were clear how to complain about the service.

People and their relatives felt comfortable contacting office staff and management. Staff felt well-supported by an approachable management team who sought to engage effectively with people, their relatives and staff. The provider had quality assurance systems and processes in place designed to enable them to monitor and improve people's care.

Rating at last inspection

The last rating for this service was Good (published 18 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.

Inspection areas



Updated 25 October 2019

The service was safe.

Details are in our Safe findings below.



Updated 25 October 2019

The service was effective.

Details are in our Effective findings below.



Updated 25 October 2019

The service was caring.

Details are in our Caring findings below.



Updated 25 October 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 25 October 2019

The service was well-led.

Details are in our Well-led findings below.