Background to this inspection
Updated
15 January 2021
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 10 November 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
This inspection was carried out by one Inspector, Medicines 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.
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. 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 48-hours notice of the inspection. This was because we needed to be sure that the provider or registered manager would be available to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During the inspection
We spoke with nine people who used the service and seven relatives about their experience of the care provided. We spoke with nine members of staff which included the provider, registered manager, care co-ordinators and care workers.
We reviewed a range of records. This included four people’s care records and nine medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
15 January 2021
This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
About the service
Caremark (Chelmsford & Uttlesford) is a domiciliary care agency providing care to people living in their own houses and flats. It provides a service to older adults.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
At the time of inspection, the service was providing care to 52 people however only 46 people were receiving personal care.
People’s experience of using this service and what we found
People and their relatives told us they felt safe using the service and were confident that any concerns raised would be dealt with appropriately.
People appreciated being visited where possible by the same staff. If there was going to be unexpected staff changes or late calls, people were informed.
The computerised care plan was comprehensive and provided clear guidance for staff. People and relatives told us they were involved in the planning of their care which was reviewed regularly to ensure the care continued to meet their needs.
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 this practice.
During the pandemic some people’s needs had changed and the service supported the additional activities such as shopping and collecting medicines from the chemist. The provider recognised loneliness and isolation as a concern, and the service used technology to enable people to stay in touch with their relatives.
Staff spoke with compassion when talking about their role and people using the service. People told us staff were kind and caring and that staff promoted their dignity, independence and safety when carrying out their care.
The service had a safe recruitment and induction process in place. Staff were positive about the training they had received and spoke highly of the management team saying they were supportive and approachable.
The provider and registered manager acknowledged the challenges of the pandemic and told us how they had adapted during that time to ensure the continuation of care provision for people using the service, supporting families and staff. The quality management oversight was conducted through audits, visits by the registered manager, telephone calls, surveys and staff supervision. People told us the communication with the service was good.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (report published 16 April 2019)
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
The pilot inspection considered the key questions of safe and well-led and gives a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Caremark (Chelmsford & Uttlesford) on our website at www.cqc.org.uk.
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.