Background to this inspection
Updated
26 August 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 completed by two inspectors and an Expert by Experience who spoke with people on the telephone. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
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. 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 it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection. We also needed consent from people using the service to receive a telephone call to give their feedback about the agency.
Inspection activity started on 30th July 2021 and ended on 6th August 2021. We visited the office location on 2nd August 2021.
What we did before the inspection
We reviewed information we had received about the service since it’s registration. 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
We spoke with five people who used the service and six relatives about their experience of the care provided. We spoke with five members of staff including the provider, the registered manager and three care staff.
We viewed a range of records. This included six people’s care records and medicine records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including quality assurance records, records relating to the management of the service and policies and procedures.
Updated
26 August 2021
About the service
Caremark Maidstone is a domiciliary care service providing personal care to people living 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. The service was providing personal care to 26 people at the time of the inspection.
People’s experience of using this service and what we found
People spoke highly of the staff and the care they received from the agency. Comments included, “We chat they are jolly, and we have a laugh. It makes me happy” and, “It’s a godsend having people to help, it has been brilliant.” A relative said, “I am so happy with them, they have bent over backwards to look after us.”
People felt safe with staff that knew them well and knew how to meet their needs. Staff received training and knew the action to take if they suspected abuse. Staff followed guidance to reduce risks posed to people. People received consistent support from staff that had been recruited safely. Systems were in place for the event of a member of staff running late.
People’s needs were assessed, and person-centred care plans were developed with them. People were involved in their care plan review and changes were made, if necessary. People were at the centre of their care and the service they received. Feedback from people, relatives and staff was sought and acted on.
Medicines were managed safety and people received their medicines as prescribed. Staff followed people’s individual care plans which outlined any support they required to manage their medicines. Staff followed guidance to reduce the risk of infection.
Staff had been trained to meet people’s needs and felt supported in their role. Staff spoke highly of the support they received from their line manager and the management team. One member of staff said, “I can get hold of them at any time, they get back to you straight away. I think they are an amazing company.”
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.
The management team were committed to providing a high-quality service to people with a strive to continuous improvement. Systems were in place to monitor the quality of the service people received.
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 11 July 2019 and this was the first inspection.
Why we inspected
This was a planned inspection based on the timescales for unrated services.
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.