Caremark Elmbridge

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The registered manager had good understanding of their responsibilities and used effective governance systems to oversee the quality and safety of people’s care. Staff identified some improvement needs around roster planning and staff support mechanisms which were not yet fully addressed by the managers at the time of this assessment.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff provided mixed feedback about the management of the agency. Some staff did not always feel supported by the managers when providing care. For example, staff told us their rosters did not always enable them to provide care visits on time and they did not always feel the support they received from management team was effective. Other staff were very complimentary about the management and the support they provided, “[The managers] are very nice and accommodate any needs I may have. Communication is good and we have a team meeting once a month. They are very clear with us about how to do things the proper way. If we have any concerns, we are encouraged to discuss with manager. They are always welcoming of us when we come into the office. They are all very helpful and supportive.”; “I would definitely recommend this as a place to work. The manager will do any of the work we do, this is good practice and sets a good example. There is a manger to call for out of hours, they respond very quickly.”

The registered manager was aware of their responsibilities. The management team maintained good oversight of how people’s care was planned, reviewed, and delivered. The provider had good systems and processes to support and train staff, so they were able to meet people’s needs. The provider used electronic care planning, communication, and governance systems effectively. The provider was aware of the issues raised by some staff and told us they were taking action to resolve those issues.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.