Caremark Liverpool

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed 2 quality statements in the caring key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. Though the assessment of these areas, our rating for the key question remains good. People told us they were supported by kind and caring staff. Staff were able to describe how they ensured people were respected and treated well. There were processes in place which were completed in collaboration with people and their families, which highlighted people’s choices and independence.

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 Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us staff were kind and caring and treated them with respect. Comments included “They are great wonderful, couldn’t ask for anything more!” And, “They always ask me how I am and if there is anything they can do for me.” Another person shared “They [carer] doesn’t really talk to [relative].” Adding “It can be hard for [relative] to find some common ground with the staff. They are not unkind.”

Staff shared different examples of how they ensured people were treated with kindness, compassion and dignity. This included a staff member describing how they would ensure people dignity was respected with towels when providing personal care. Another staff member discussed respecting people confidentially and how they ensured they did not disclose information to third parties. A staff member told us when discussing their care calls, “I make sure I listen, so they can tell me how they want me to support them so I can put them at the centre." Adding, "If I have to do personal care I ask them how they want it to be done. I always ask permission and prompt and encourage them.”

Care plans were person centred and written in a respectful way. Using language and pronouns which were important to people and their relatives. Care plans took account of people past history, and what was important to them. They were reviewed regular using the ‘client of the month’ process to ensure the information recorded in people’s records was relevant and up to date.

People told us staff supported them to be as independent as possible. This included staff prompting people and providing minimum support which enable people to continue to doing tasks themselves, with staff available to step in and support if required.

Staff told us they ask permission before they entered people’s homes, and never assumed they could not do a task themselves

Care plans were written in way which maximised people’s independence and highlighted areas they could still do for themselves. For example, some people remained independent with their medicines, however they just preferred staff to be there to prompt them in case they forgot. Care plans contained detail about peoples choices, such as how they have their tea or coffee made, and what meals they liked to eat throughout the day.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.