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Caremark (Worcester & Malvern Hills) Good


Inspection carried out on 16 September 2019

During a routine inspection

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 carried out on 31 January 2017

During a routine inspection

This inspection took place on 31 January 2017 and was announced. At the time of our inspection 47 people received care and support services in their own home. The provider employed 19 members of care staff to provider personal care to people.

The provider is also the registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider was registered in February 2016 and has not been previously inspected.

People told us they felt safe with the staff and while they provided their care and support. Staff had received training and they understood their responsibility to report abuse. Risks assessments were undertaken in people’s own homes to maintain the safety of people and staff who visited them in their own homes.

Sufficient staff were available to meet the current needs of people. The registered manager was aware additional staff were needed in order to provide a service to more people. Recruitment procedures were in place to check potential employee’s suitability. Newly appointed staff shadowed more experience staff initially as part of their induction training.

Staff received support from the registered manager and other staff as well as training to ensure they had the knowledge and skills to meet people’s needs. People’s healthcare needs were met as required for example through the administration of people’s medicines or by contacting healthcare professionals as needed.

The registered manager was aware of the need to improve on people’s experience regarding later calls and had set up systems to enable them to better monitor call times and staff whereabouts. In the event of potential missed calls these were undertaken by a member of the management team if needed.

People’s consent to care and support was gained by staff who also knew of the importance to help maintain people’s independence.

Management systems were in place and people’s opinions about the service provided were in place. These enabled the registered manager to look at where improvements were needed to the service.