Background to this inspection
Updated
25 October 2019
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.
At the time of inspection visit, the service's manager was in the process of applying to become registered with the Care Quality Commission.
Notice of inspection
We gave the provider 48 hours' notice of our intention to undertake an inspection. This was because the provider delivers a domiciliary care service to people in their own homes, and we needed to be sure that someone would be available in the office.
What we did before the inspection
Before the inspection visit, we reviewed information we had received about the service since the last inspection. This included information about incidents the provider must notify us of, such as any allegations of abuse. We sought feedback on the service from the local authority and local Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.
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 the director, manager and five care staff. We reviewed a range of records. These included seven people’s care records, staff training records, three staff recruitment records, medicines records and selected policies. We also reviewed complaints records, incident and accidents records and records relating to the management of the service.
After the inspection
We also spoke with six people who used the service, four relatives and two community health and social care professionals about their experience of care provided.
Updated
25 October 2019
About the service:
Caremark (Worcester & Malvern Hills) is a domiciliary care service that provides personal care to people in their own homes. Not everyone who used the service received personal care. 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 our inspection, 65 people were using the service.
People’s experience of using this service and what we found
Staff understood how to identify and alert others to potential abuse involving people who used the service. The risks to people had been assessed, and plans were in place to manage these and keep them safe. The provider employed enough staff to provide people with a reliable service, and carried out checks on staff suitability before they started work with people. Staff helped people to take and manage their medicines safely. Staff and management took steps to protect people from infections. Staff recorded and reported any incident or accidents involving people, so these could be reviewed and learned from.
People's individual needs were assessed with them before their care started. Staff received training and ongoing management support to help them work safely and effectively. People had support to prepare their meals and drinks where they needed this. Staff and management sought to work effectively with community health and social care professionals involved in people's care. They helped people seek professional medical advice and treatment, if they were unwell. People's rights under the Mental Capacity Act 2005 were understood and promoted by staff and management. 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 approached their work in a caring manner, and knew the people they supported regularly well. People were encouraged to have their say about the service provided. Staff treated people with dignity and respect.
People's care plans were individual to them and staff said they read and followed these. People and their relatives were clear how to complain about the service.
People and their relatives felt comfortable contacting office staff and management. Staff felt well-supported by an approachable management team who sought to engage effectively with people, their relatives and staff. The provider had quality assurance systems and processes in place designed to enable them to monitor and improve people's care.
Rating at last inspection
The last rating for this service was Good (published 18 March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
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.