Caremark (Redcar & Cleveland)

Updated 27 May 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by two inspectors and two Experts by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Notice of inspection

This inspection was unannounced.

Inspection activity started on 3 March 2020 and ended on 28 April 2020. We visited the office location on 3 March 2020. Telephone calls were made to people and their relatives on 5, 6 and 9 March. The inspection process had to be completed remotely due to the restrictions put in place due to COVID-19.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with 36 people who used the service and 3 relatives about their experience of the care provided. We spoke with five members of staff including the director, deputy manager, care coordinators, and training coordinator. We received feedback from 35 members of staff by email.

We reviewed a range of records. This included seven people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures, were also reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke with the registered manager on their return to work after annual leave and a period of quarantine due to the COVID-19 outbreak. We requested some additional evidence that enabled us to complete the inspection process.

Updated 27 May 2020

About the service

Caremark (Redcar & Cleveland) is a domiciliary care agency providing personal care to 293 people at the time of the inspection.

There were a higher number of people receiving support but 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.

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

Medicines records were not always accurate and some medicines administered via a patch were not applied in line with manufacturers guidance. The provider acted quickly to rectify this following our feedback and new systems were put in place immediately.

Although people told us they felt safe, risk assessments were not always in place. Records did not always provide staff with the information necessary to minimise risk. We have made a recommendation about this.

Systems were in place to safeguard people from abuse. People were cared for by the same staff whenever possible. People received their care calls as planned. There were no missed calls and staff arrived on time. Safe recruitment practices were followed.

Staff were suitably trained and supported to meet people’s needs. 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.

People were happy with the care they received and told us staff were friendly and caring. Staff were kind and respectful towards people and their families, and people’s privacy and dignity were upheld. People’s independence was encouraged, and they were involved in decision making.

People received personalised care which reflected their needs and preferences. There was a complaints policy in place that was followed correctly when required. Staff knew how to support people if they had any complaints. People were appropriately supported at the end of their life by staff who had received training in this aspect of care.

The management team communicated well with people who used the service, relatives and staff. Feedback was asked for and acted upon. A range of audits and checks were carried out to monitor the quality and safety of the service. Action was taken if any issues or concerns were identified.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was outstanding (published 26 September 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.