Caremark Hammersmith and Fulham

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment, we rated this key question requires improvement. At this assessment, the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

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.

People received person-centred care which met their needs and reflected their preferences. People and their relatives confirmed this. They told us they were able to make choices about their care, and these were respected. A person told us, “I am very happy. I have no worries.” Relatives explained the provider had been responsive when people’s needs had changed. The registered manager created personalised care plans. They regularly reviewed and updated these.

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with education staff, as well as external health and social care professionals. They shared information to ensure people received continuity of care.

People had enough information about the service. The provider supplied people with a file of information, including key procedures and who to contact.

The registered manager assessed people’s communication needs. Staff worked with people, their families and external professionals to understand how each person communicated. Staff provided information in formats people understood.

The provider listened to and involved people. The provider involved people and their relatives with planning and reviewing their own care. People told us the registered manager listened and responded when they wanted changes. A relative explained, “I can talk with [registered manager]. [They] listen. In the past, all issues were resolved when needed.” People were asked to share their experiences through surveys and when the management team telephoned and visited them.

There was a suitable complaints procedure. People knew how to raise concerns and felt confident these would be addressed. The provider’s records showed that they had learnt from and improved the service because of concerns and feedback from others.

The provider ensured equity in access. Staff supported people to access the services they needed. For example, attending medical appointments, schools, and being out and about in the community when this was part of their planned care.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider supported people to plan for the future. Staff undertook training to understand about the importance of providing person-centred end of life care. The provider had records of compliments and praise from relatives following the death of loved ones who had been cared for. Comments included, “[The care] provided such a massive difference and enabled [person] to be at home” and “Your kindness to [person] in the last months was a blessing to our family.” The registered manager explained how staff had received training around people’s individual care needs and use of equipment for people receiving palliative care.

Staff worked with other professionals, the person being cared for and their relatives to help plan goals and objectives for younger adults and children.