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Caremark (Bristol)

Overall: Good read more about inspection ratings

Office Unit Number 2, Filwood Green Business Park, 1 Filwood Park Lane, Bristol, Avon, BS4 1ET (0117) 403 2262

Provided and run by:
Perpetual Care Ltd

Latest inspection summary

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Background to this inspection

Updated 19 May 2020

The inspection:

We carried out our inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. Our inspection checked whether the provider was 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.

Inspection team:

Our inspection was completed by one inspector and two Experts-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. Our Expert-by-Experience had knowledge about personal care of adults within the community.

Service and service type:

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to younger and older adults and people living with dementia.

The service is required to have a registered manager. 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. At the time of our inspection, a manager was registered with us. The manager was also the registered provider of the service.

Notice of inspection:

We gave the service 5 days’ notice of the inspection site visit because we needed to be sure that people and staff would be available to speak with us.

The Inspection site visit activity started on 6 March 2020 and ended on 13 March 2020. We visited the office location on 13 March 2020 to see the managers and office staff; and to review care records and policies and procedures.

Our inspection was informed by evidence we already held about the service. We also checked for feedback from the public, local authorities and clinical commissioning groups (CCGs).

We asked the service to complete a Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

We spoke with twelve people who used the service and 6 relatives. We spoke with the both managers( who also are the providers of the service) a care coordinator and four care workers.

We reviewed four care records, four staff recruitment files, and audits. We also checked many records related to how the service was run. These included quality systems, training information, staff records, and satisfaction surveys and feedback.

We received email feedback from three professionals who work with people who use the service.

Overall inspection

Good

Updated 19 May 2020

About the service

Caremark provides personal care and support to people in their own homes. At the time of inspection around 50 people were using the service who had a variety of needs.

People’s experience of using this service and what we found

People received highly responsive care and support. Each person’s needs and wishes were placed at the centre of how their care was planned. The service was exceptionally well run, forward thinking and highly responsive.

The service worked closely with other professionals and organisations involved in people’s care. This was to ensure people with sometimes very complex needs could continue to use the service and as a result stay living at home.

There were many different innovative ways people were supported. These were to prevent the risk of social isolation and enhance the quality of people's lives. The service worked closely with healthcare professionals to provide skilled and very sensitive end of life care.

The providers, who were also the managers of the service, were dynamic and positive leaders. They took a key role conveying values and standards to the team. They did this by seeking ways to continuously improve and in turn lead to positive outcomes for people.

The service took a forward-thinking role in the community. They had built up strong links with the local hospital.

Social activities, events and networks were held. People who lived in isolation were encouraged to attend. The service had built up strong links with the community. They regularly supported charity events. The manager always aimed to improve the quality of service.

There were effective ways used to seek people's views on the service. The quality of the service was checked and monitored.

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.

Rating at last inspection

The last rating for this service was Good (published November 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.