Caremark (Harrow)

Updated 1 August 2019

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 carried out by one adult social care inspector.

Service and service type:

This service is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older adults and some younger adults.

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 we needed to be sure that the provider or registered manager would be in the office to support the inspection.

We visited the office location on 3 July 2019 to see the registered manager and office staff and to review care records, policies and procedures and other records associated with the running of the service.

What we did before the inspection:

We reviewed information we held about the service such as statutory notifications. A statutory notification is information about important events, which the provider is required to send us by law. We used this information as part of our planning.

During the inspection:

We spoke with the care co-ordinator, the recruitment and marketing officer, the registered manager and the nominated individual of the service. The nominated individual has responsibility for supervising the management of the regulated activity and may be employed as a director, manager or secretary of the organisation. We looked at six care records, six staff records training, policies and procedures and other records needed for the running of the service.

After the inspection

We spoke with seven people who used the service, two relatives of people who used the service and eight care staff. We received feedback from two care professionals.

Updated 1 August 2019

About the service:

Carers for You Limited is a domiciliary care agency. The service is also known as Caremark (Harrow). The agency provides personal care to people living in their own homes in the community. There were approximately 55 people using the service at the time of our inspection. The provision of personal care is regulated by the Care Quality Commission.

People’s experience of using this service:

People and their relatives told us they were satisfied with the care they received. They stated that staff were well trained, did their jobs well and people felt safe when cared for by staff.

Risks to people’s health and wellbeing had been assessed and this included risks of falling, pressure sores and certain medical conditions people had. Risk assessments contained guidance for minimising risks to people.

The service had a safeguarding policy and procedure. Staff had received training on how to safeguard people and were aware of the procedure to follow if they suspected that people were subject to, or at risk of abuse.

Staff had received medicines administration training and knew how to administer medicines safely. Regular checks and audits of medicines administration records (MARs) were carried out to ensure that errors were identified and promptly responded to.

Staff were safely recruited, and essential pre-employment checks had been carried out. There were enough staff to attend to people’s needs.

The healthcare needs of people had been assessed and staff worked closely with healthcare professionals to meet the needs of people.

Staff encouraged people to have a healthy diet where this was part of their contracted responsibilities. They were aware that if there were significant fluctuations in people’s weight, they should alert their manager, relatives and professionals involved.

Staff had received appropriate training and they had the knowledge and skills to support people. The registered manager and senior staff carried out regular supervision, annual appraisals and random spot checks to ensure that staff were able to carry out their duties.

Staff understood their obligations regarding the Mental Capacity Act 2005 (MCA). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

Staff were caring and treated people with dignity and respect. They had received training on ensuring equality and valuing diversity and respecting the human rights of people. Feedback from people and their relatives indicated that staff formed positive relationships with people.

People’s care needs had been fully assessed and staff were knowledgeable regarding people’s needs. The service provided people with person-centred care and support that met their individual needs and choices. People said their preferences and choices had been responded to.

The service had a complaints procedure and people and relatives were aware of who to complain to. The service took complaints seriously. Complaints recorded had been promptly responded to.

The service was well managed. Morale among staff was good. Management monitored the quality of the services provided via regular checks and audits. The results of a recent satisfaction surveys indicated that people and their representatives were satisfied with the care and services provided. Suggestions made for improving the service had been responded to.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

The last rating for the service was Good (published on 15 March 2017).

Why we inspected:

This was a scheduled planned comprehensive inspection.

Follow up:

We will continue to monitor the service through the information we receive.