Archived: Caremark (Oxford)

Updated 27 July 2015

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on the 2 July 2015. It was an announced inspection. We told the provider two days before our visit that we would be coming. We did this because the manager is sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that they would be in. This inspection was carried out by an inspector and an expert 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.

We spoke with 15 people, one relative, seven care staff, the registered manager and the nominated individual. A nominated Individual is a person employed by the service with responsibility for supervising the management of the regulated activity. We looked at seven people’s care records and medicine administration records. We also looked at a range of records relating to the management of the service. The methods we used to gather information included pathway tracking, which is capturing the experiences of a sample of people by following a person’s route through the service and getting their views on it.

Before the visit we looked at previous inspection reports and notifications we had received. Services tell us about important events relating to the care they provide using a notification. A notification is information about important events which the provider is required to tell us about in law. In addition we reviewed the information we held about the home and contacted the commissioners of the service.

Updated 27 July 2015

We undertook an announced inspection of Caremark (Oxford) Domiciliary Care Agency (DCA) on 2 July 2015. We told the provider two days before our visit that we would be coming. Caremark (Oxford) provides personal care services to people in their own homes. At the time of our inspection 29 people were receiving a personal care service.

At our last inspection on 12 January 2015 we asked the provider to take action to make improvements relating to records. At this inspection we found actions had been completed and improvements made.

There was a registered manager in post. 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 told us they benefitted from caring relationships with the staff. One person said “They are really nice and they look after me so well”. There were sufficient staff to meet people’s needs and people received their care when they expected.

People were safe. Staff had received regular training to make sure they stayed up to date with recognising and reporting safety concerns. Records confirmed the service notified the appropriate authorities where concerns relating to suspected abuse were identified.

Where risks to people had been identified risk assessments were in place and action had been taken to reduce the risks. Staff were aware of people’s needs and followed guidance to keep them safe.

Staff had a good understanding of the Mental Capacity Act (MCA) and applied its principles in their work. The registered manager was knowledgeable about the MCA and how to ensure the rights of people who lacked capacity were protected.

People told us the service responded to their needs and wishes. Comments included; They are very good, they meet all my needs” and “It’s really reassuring to know they look after my needs”.

People told us they were confident they would be listened to and action would be taken. The service had systems to assess the quality of the service provided in the home. Learning was identified and action taken to make improvements which improved people’s safety and quality of life. Systems were in place that ensured people were protected against the risks of unsafe or inappropriate care.

Staff spoke positively about the support they received from the registered manager. Staff supervision records were up to date and they received annual appraisals. Staff told us the registered manager was approachable and there was a good level of communication within the service.

People knew the registered manager and told us they were friendly, approachable and supportive. One person said “I know them well, they often visit me at home”.