Caremark Hinckley Bosworth Blaby & Leicester

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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, empathy and compassion, and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff we spoke with as part of assessment expressed compassion and care for the people they supported. One staff member said, “I take pride in my job, because I care and want to make a difference.” People spoke very highly about their care staff. One person told us, “Care staff are lovely. They are so kind, courteous and polite.”

People’s privacy was respected and upheld by the approach of care staff. Staff described to us how they respect people’s privacy and promoted dignity during personal care. One person told us how staff engaged in conversation with them whilst supporting them to wash their legs and back. They were happy with the care they received.

People were mostly treated as individuals. Their individual needs and preferences were understood and reflected in their care and support. For example, people’s morning routines were well described in their care plans taking into consideration how they liked to be supported to choose their clothes or clean their teeth. This was reflected in the care they received.

On the most part, people felt staff communicated with them effectively during their care visits. However, we received some feedback from people who felt like there was sometimes a language or cultural barrier that prevented them from communicating with some staff effectively. We raised this with the provider who described how they would support people and staff if concerns were raised with them, but they did not provide us with assurances on how they would investigate the feedback gained as part of this assessment.

People’s preferred care visit times were recorded within their care plan. However, we found that sometimes these were not being fulfilled. We raised this with the provider who put rostering restrictions in place to better meet people’s preferred care visit times.

People were supported to have choice and to make decisions about their care, treatment and wellbeing. Care plans were well written and provided staff with suitable guidance on how to promote choice and independence. One person told us, “I sort of manage to myself, but care staff help with the things I struggle with.”

Where this was part of their role, the service supported and enabled people to be accompanied to appointments, without unnecessary restrictions.

Where possible, there was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Care records indicated that care staff were responsive to requests from people during their care visits such as requests for food and drink. One person told us how staff would help them with and clean their commode when asked.

In times of difficulty care staff and leaders demonstrated the importance of working in partnership with people to find the best possible solution that considered people’s safety and emotional support needs. The provider shared examples where staff had supported people in hospital to ensure their comfort or gone above and beyond to ensure that people’s beloved pets were cared for when people were temporarily unable to do so.

Staff recognised different ways in which each individual may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. They escalated concerns if they believed this may indicate a deterioration in the health and wellbeing of the people they cared for.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The Managing Director and Registered Manager spoke fondly of their care team and understood the need for supporting workplace wellbeing. They expressed care and compassion for all staff. One staff member told us, “I love [Registered Manager], They’re always they there if you need them. They go above and beyond.”

Staff are supported if they are struggling at work. This has a positive impact on the care they deliver to people. One staff member described how they were supported through a difficult personal situation and said, “I have a lot of time for [Registered Manager]. I know I can go to them if I'm uncomfortable about something.”