Caremark (Wakefield) was rated Requires Improvement overall on its first inspection, with breaches of Regulation 13 (safeguarding) and Regulation 17 (good governance) identified due to failure to report a safeguarding concern and ineffective audit and call monitoring systems. Caring and effective practice were rated Good, with kind staff, personalised care plans, and safe medicines management noted as strengths.
Concerns (7)
critical
Safeguarding
: “The provider had been made aware of the concern but had not taken appropriate action to report it. We found systems and processes around safeguarding had not been effective to investigate and immediately respond to concerns.”
criticalGovernance: “The provider had failed to implement robust audits and monitoring systems. This was a breach of regulation 17 (Good governance) of the Health and Social Care Act 2008.”
criticalIncident learning: “A relative had raised a significant concern with the office staff and the concern was not logged, passed on or reported to the local authority.”
moderateMissed or late visits: “They don't let me know when they're running late. I know they have been very short staffed lately with all these extra calls. I think they have too many people to care for and not enough staff.”
moderateComplaints handling: “I rang the office, and they didn't want to know about my complaint. I've stopped ringing them now, there's no point.”
moderateStaff competency: “All staff had also completed mandatory safeguarding training; however, this had not been effective due to some staff not recognising safeguarding concerns.”
minorInfection control: “Feedback from relatives was that staff didn't always wear face coverings.”
Strengths
· Staff were described as kind, caring and promoted people's independence
· Comprehensive personalised care plans in place reflecting individual needs including communication and sensory needs
· Safe recruitment processes including all necessary pre-employment checks
· Medicines administered safely with minimal gaps in MAR records and a process to report and investigate errors
· Staff received relevant training and regular induction updates
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuseRequires improvement
safe: Preventing and controlling infectionRequires improvement
safe: Staffing and recruitmentRequires improvement
safe: Using medicines safelyGood
safe: Assessing risk, safety monitoring and managementGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
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: Improving care quality in response to complaints or concernsRequires improvement
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture; continuous learning and improving careRequires improvement
well-led: Engaging and involving people using the service, the public and staffRequires improvement
well-led: Duty of candour; managers and staff being clear about their roles and regulatory requirementsRequires improvement