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Archived: Caremark (Barnsley)

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All reports

Inspection report

Date of Inspection: 2 July 2013
Date of Publication: 18 July 2013
Inspection Report published 18 July 2013 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 2 July 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

We spoke with eleven people who used the service and seven relatives of people who used the service. One person told us that they had used numerous care agencies before. They said that Caremark staff “are the best people I’ve ever dealt with. They treat you like a human being, not a number. I’m very happy and wouldn’t want to move from them.” Everyone we spoke with said they found staff to be polite and respectful. Their comments included, “they’re (staff) very patient, polite and respectful”, “they’re so pleasant and nice”, “most of them are polite, I can’t grumble” and “they’re always polite and treat us with respect.” One person said of their relative, “they (staff) have done so much good talking and laughing with him.” Everybody we spoke with said they felt that their dignity was respected by the care workers.

People told us, “they (staff) always ask is there any more they can do” and “they give him choice, ask him what he would like.” One person said, “if I wanted anything doing, they would do it, like if I wanted a bath or shower, it’s up to me.” Another person said, “we have a routine, they know what to do but always ask first.” We visited one relative in their home who told us that her family member had very complex care needs. As such the family had been involved in recruiting suitable carers and also in the training of staff. Another person told us how they were able to change the times of one of their visits to a more suitable time, “they sorted it straightaway.” This showed that people were involved in making, and able to influence, decisions about the care and support they received.

Most people told us that they usually were visited by the same regular set of care workers. They only had different staff when their regular care workers had days off. People said that they were informed who would be covering and often the new care workers were introduced beforehand.

We spoke with six care workers. All were able to clearly explain how they maintain people’s dignity and respect. They gave examples of making sure any personal care was done in private, asking the person what they wanted, explaining what they would be doing, encouraging independence and maintaining confidentiality. They stated that they always respected the wishes of the person using the service and tried to ensure they were actively involved in their care. The care staff told us, “I ask people what their preferences are, what they like, tell them it’s their choice,” and “it’s important to build a rapport and that people trust you, offering people a choice not just doing things.” They said that it was important to establish good relationships with family members also, especially when they were working intensively alongside the family in providing care.

Staff received training on maintaining privacy and dignity as part of their induction. The operations director told us that care workers were observed periodically by field care supervisors. This was to check the care practices and make sure care workers observed privacy and maintained dignity of the individuals when delivering care and support. We saw evidence of observations/ spot checks in the staff and service user files we reviewed during our inspection.

The operations director told us how people were involved in their initial assessments in order to ascertain what care they would require. They were given choices and decisions were made with either the individuals and/or their relatives. Their care would then be reviewed with them periodically throughout their support.