Caremark (Hillingdon)

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

The service was caring. People were supported by kind and caring staff. People's independence was promoted and supported. Staff were well treated and felt supported. We did not assess all the quality statements within this key question. We did not identify concerns relating to the areas which we judged as being met at our last inspection.

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.

People using the service and their families had good relationships with the staff. They explained staff were kind, caring and considerate. Their privacy and dignity were respected. Some of their comments included, ''The carer has a good rapport with [person]. They laugh and joke together'', ''The main carer knows [person] well'', ''[Care worker] is wonderful'', ''They are our friends'' and ''[Care worker] is interesting to talk to, and they are interested in the things I do as well.''

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People and their relatives explained they were supported to remain independent and to make choices. Family members of younger adults with learning disabilities told us the care workers supported people to spend time in the community and learn new skills. Other people told us how the staff supported them to regain confidence and skills. One person said, ''They encourage me to do things for myself.'' Relatives comments included, ''When [person] tries to do something, like put [their] jacket on and struggles, the carers do not do it for [them], they support [them] by suggesting another way and trying that'', ''I look forward to the carers coming as it helps [person] get out of the house'' and ''They give [person] a choice, they find different ways to explain the choices.''

The provider consulted with people and their families to enable them to make choices about their care.

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.

Staff told us they felt supported. They were able to approach managers and received praise and positive feedback.