Caremark Hammersmith and Fulham

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment, we rated this key question good. At this assessment, the rating has remained good.

This meant people were safe and protected from avoidable harm.

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.

There were systems to learn when things went wrong. Staff reported and recorded all incidents, accidents and concerns. The registered manager investigated these and worked with staff, people and their families to make improvements to the service. The provider liaised with external professionals to make sure improvements reflected best practice. Relatives told us they were happy with the way issues were resolved.

The provider supported people to have safe transitions. They carried out assessments and spoke with people, their relatives and other professionals to make sure they could provide safe and suitable care. The provider developed guidance which could be used by other professionals to understand about people’s needs, including how they communicated. Staff worked closely with school staff to support children to experience a safe transition between home and school each day. Relatives and people using the service told us they felt well supported. A relative commented, “The transition to using the service was smooth. [Person] is well settled with care workers.”

There were systems to help safeguard people from abuse. Staff completed training to understand how to recognise and report abuse. This included training to understand about safeguarding children. The provider worked closely with external professionals, including local safeguarding teams, to investigate allegations of abuse and to protect people from avoidable harm. People using the service and relatives told us they felt safe.

Staff supported people in a safe way by managing risks. The registered manager worked with people and relatives to identify and plan for risks. They liaised with external professionals to ensure they understood best practice for managing people’s complex health conditions and use of equipment. They created clear and detailed guidance for staff. The registered manager also arranged for staff to undertake relevant training to understand about keeping people safe. Some people expressed distress when being supported. The provider developed guidance to ensure staff knew how to support people to help keep them calm and distract them. A relative explained staff understood people’s needs and could anticipate when people were experiencing distress or pain. They told us the staff managed this well and provided the right support to help mitigate risks of this distress escalating.

The provider assessed people’s home environments to make sure they were safe and risks were identified. They worked with people, their relatives and, when appropriate other professionals, to ensure people had the right equipment to meet their needs.

There were enough suitable staff to keep people safe and meet their needs. People using the service and relatives told us staff arrived on time for care visits. They said that they were not rushed and, if needed, staff stayed extra time. People were cared for by the same familiar staff who they knew well. They told us that new care workers were introduced, and they were able to request changes if they wanted.

The provider had systems to recruit suitable staff. They carried out checks on staff. New staff completed an induction and a range of training to understand about their roles and responsibilities. The registered manager assessed their skills, competencies and knowledge. Staff took part in regular supervision meetings with their line manager and appraisals of their work. Staff told us they felt well supported. Their comments included, “Managers check on us and give us advice” and “We can request extra training when we need.”

There were systems to help prevent and control infection. Staff completed training to understand about these systems. People using the service and relatives told us staff followed good hygiene practices and used personal protective equipment (PPE) when needed. The registered manager carried out spot checks on staff. As part of these checks, they monitored staff compliance with infection prevention and control procedures.

People received their medicines safely and as prescribed. The registered manager assessed their medicines needs and created clear plans relating to these. They assessed the risks associated with people’s medicines. Staff undertook training to understand about safe medicines management. Staff kept records to show when medicines had been administered. The registered manager carried out audits of medicines records. People and their relatives told us they were happy with support they received with medicines.