28 September 2017
During a routine inspection
Caremark (Maidstone) is a care agency that provides personal care, companionship, domestic calls and support to people living in their own homes. The range of needs the service can meet includes the needs of older people, people with physical disabilities, people with mental health needs and people living with dementia. The agency had recently started supporting people who had been discharged from hospital with a Miami J Collar (neck collar).
This was the first comprehensive inspection since the agency was registered at the new address. There were four people using the service who were receiving personal care at the time of the inspection.
At the time of our inspection, there was a manager in place who had applied to become the registered manager. The manager was supported by the director who was also the owner of this branch and a care coordinator. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People received a service that was safe and told us they felt safe. Staff and the management team had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. Systems were in place to monitor and review any safeguarding concerns by a member of the management team. The safety of staff who were working out in the community had been assessed with systems put into place to reduce the risk to staff. Risks to people’s safety had been assessed and recorded with measures put into place to manage any hazards identified. A system was in place for the event of an emergency to ensure people continued to receive their care and support.
There were sufficient numbers of skilled and competent staff to meet people's needs. Staff received the appropriate training to fulfil their role and provide the appropriate support. Staff were supported by the manager and the management team who they saw on a regular basis. A comprehensive induction programme was in place which all new staff completed. Staff had a clear understanding of their roles and people’s needs. Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support.
Staff had the information and guidance regarding people’s care and support needs and had the skills and knowledge to meet them. People received consistent support from the same group of staff who knew them well. People were offered the opportunity to meet their potential staff and were involved in their recruitment. People’s needs had been assessed to identify the care and support they required. People received a responsive, flexible and person centred service. Care and support was planned with people and/or their relatives and reviewed to make sure people continued to have the support they needed. Detailed guidance was provided to staff within a care plan, kept in the person’s home about how to provide all areas of the care and support people needed.
Where staff were involved in assisting people to manage their medicines, they did so safely. Policies and procedures were in place for the safe administration of medicines and staff had been trained to administer medicines safely.
People were treated with dignity and respect whilst receiving care and support from the agency. Staff understood the principles of the Mental Capacity Act 2005 and people and/or their relatives said they were always asked their consent before any care or support tasks were carried out. Information about people’s likes, dislikes and personal histories were recorded within their care plan. People's views about the quality and safety of the service they received were sought through a range of means. Feedback provided by people was consistently used to improve the service.
People were supported to remain as healthy as possible. Guidance was available within peoples support plans to inform the staff of any specific health condition. People were encouraged to maintain as much independence as possible. People’s nutrition and hydration had been considered and recorded, with guidance in place for staff to follow.