- Homecare service
Caremark (Hillingdon)
Report from 8 February 2024 assessment
Contents
Ratings
Our view of the service
Care Mark (Hillingdon) is a care agency providing personal care to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our assessment, 49 people were using the service. The care agency was supporting adults with disabilities, mental health needs and older adults. This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.. At the time of our inspection there was not a registered manager in post. A new manager had submitted an application to register. We are currently assessing this application. During our assessment we visited the care agency's offices on 12 March 2024.. We spoke with 2 people who used the service, 9 relatives and a friend on the telephone. We received written feedback from 6 members of staff and another relative. The assessment was supported by an Expert by Experience who made some of the phone calls. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. We did not assess all quality statements at this inspection. For those areas we did not assess, we used the ratings awarded at the last inspection to calculate the overall rating. We did not identify breaches of any Regulations during this assessment. We will continue to monitor information we receive about the service, which will help inform when we next assess them.
People's experience of this service
The service was able to demonstrate how they were meeting the underpinning principles of right support, right care, right culture. Right Support: Staff supported people to have the maximum possible choice, control, and independence. Staff focused on people’s strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life. People were supported by staff to pursue their interests. Staff supported people with their medicines in a way that promoted their independence and achieved the best possible health outcome. Right care: Staff promoted equality and diversity in their support for people. They understood people’s cultural needs and provided culturally appropriate care. People received kind and compassionate care. Staff protected and respected people’s privacy and dignity. They understood and responded to their individual needs. Staff understood how to protect people from poor care and abuse. The service worked well with other organisations to do so. Staff had training on how to recognise and report abuse and they knew how to apply it. The service had enough appropriately skilled staff to meet people’s needs and keep them safe. Right culture: People received good quality care, support, and treatment because trained staff and specialists could meet their needs and wishes. Staff knew and understood people well. Staff turnover was very low, which supported people to receive consistent care from staff who knew them well. Staff placed people’s wishes, needs, and rights at the heart of everything they did. People and those important to them, including advocates, were involved in planning their care.