Background to this inspection
Updated
15 July 2021
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission (CQC). This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service short notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 07 June 2021 and ended on 10 June 2021. We visited the office location on 09 June 2021.
What we did before the inspection
We reviewed information we had received about the service since they registered with CQC. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
During the inspection we spoke with the nominated individual. They are responsible for supervising the management of the service on behalf of the provider. We spoke with the registered manager, three directors and the co-ordinator. We reviewed a range of records. This included three people’s care records, associated risk assessments and multiple medication records. We looked at three staff files in relation to recruitment and supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.
After the inspection
We spoke with one person and two relatives about their experience of the care provided. We spoke with three members of staff. We continued to seek clarification from the provider to validate the evidence found. We looked at training data and quality assurance records.
Updated
15 July 2021
About the service
Caremark (Dover) is a domiciliary care agency which provides care and support to people living in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection 11 people were receiving personal care.
People’s experience of using this service and what we found
People and their relatives spoke positively about the support they received. Comments included, “It is great to have dedicated carers” and “They have bent over backwards to accommodate [my loved one’s] needs.”
People were protected from the risks of abuse, discrimination and avoidable harm. People told us they were supported by regular staff who arrived on time and stayed the required time. People were supported by staff who had been recruited safely. Staff understood how to keep people safe and followed detailed guidance when using specialist equipment, such as hoists.
Staff wore personal protective equipment and had access to stock when needed. Staff completed training about infection prevention and control. People were supported to have their medicines safely.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had information about how people preferred to be supported and told us they offered people choices.
People were supported by staff who completed regular training to keep their skills and knowledge up to date. Staff undertook an induction when they began working at the service and met with their line manager for regular supervision.
People’s physical, mental health and emotional needs were assessed before they began using the service. Care plans were written with people and their relatives and gave staff detailed information about the way they preferred to be supported. These were regularly reviewed and updated as required.
People and their relatives told us they did not have any complaints and were confident if they contacted the office any concerns would be addressed.
People, relatives and staff felt the service was well managed. Regular checks and audits were completed to monitor the quality of the service delivered.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 15/10/2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on the length of time since the service registered with CQC.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.