Caremark Hammersmith and Fulham

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question good. At this assessment, the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff provided kind and compassionate care. People received care from familiar staff. They had good relationships with them. People and their relatives told us staff respected them and their households. They told us staff delivered care in private. People were able to make choices about the gender of their care workers. Comments from people and their relatives included, “They are all fantastic” and “We have very good care workers.”

Staff treated people as individuals. The registered manager had developed personalised care plans and staff followed these. People and their relatives told us staff knew them well. A relative commented, “The care workers understand [person’s] needs. They are flexible to adjust to how [person] is each day. They understand [person’s] situation and this reassures me.”

Staff supported people to be independent when this was their choice and safe to do so. Staff supported children and young people to learn new skills and take part in a range of community-based activities. They worked closely with relatives, schools and other professionals to make sure support was planned to meet their needs.

People using the service and relatives told us people made choices about their care. Some people did not use words to communicate. Staff understood the ways they communicated and expressed choices. Relatives told us staff took time to allow people to understand information and communicate their decisions.

The provider responded to people’s immediate needs. Staff, people using the service and relatives told us they could contact the registered manager if needed at any time. Relatives told us staff were quick to respond when people became unwell and following accidents.

The provider supported staff wellbeing and enablement. Staff told us they felt supported. They had regular opportunities to meet with the registered manager to discuss their individual needs and work. Staff told us they could request additional support or training if needed.