Caremark (Redditch and Bromsgrove) received a Good rating across all five key questions at its first inspection as a newly registered service on 9 May 2023. Minor gaps in staff training for textured modified diets, outstanding care plan reviews, and the absence of a registered manager were noted but did not negatively impact the overall rating.
Concerns (5)
moderate
Governance
: “There was not a registered manager in place at the time of the inspection. The provider had made attempts to find a suitable manager since the last registered manager left in June 2022.”
minorStaff training: “where people have textured modified diets, staff had not received this training. We did not identify people had been harmed due to this, however it may improve people's overall care experience.”
minorCare planning: “The provider was aware that people who had been with the service for some time required a full review of their care.”
minorCommunication with families: “People told us that communication via the telephone was good, but improvements were needed in their response to emails.”
minorGovernance: “The provider recognised that people's views and feedback had not been consistently sought over the last 12-18 months.”
Strengths
· People felt safe and supported by regular, consistent care staff who knew their individual needs and preferences.
· Staff were recruited safely with appropriate DBS and pre-employment checks completed.
· Medicines were administered safely with spot checks carried out to ensure safe administration practice.
· Infection prevention and control was managed well with staff using appropriate PPE.
· People and relatives were highly complimentary about the caring, respectful and compassionate approach of staff.
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving careGood