Caremark (Hillingdon)

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

The service was responsive. People were cared for in a way which met their needs and reflected their choices. People's equality and diversity needs were respected and met. 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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The manager and staff were able to give us examples of how they supported people in a person-centred way. They had recently worked with a team of health care professionals and therapists to support 1 person to regain their independence and skills after a hospital stay. They also told us how they had adapted care when people's needs changed, or when their health deteriorated.

People received personalised care which met their needs and reflected their preferences. They told us they were involved in making choices and planning their care. People using the service and relatives told us the staff were flexible and adapted to changes they requested or needed. Some of their comments included, ''I have full control, I can choose what I want and when I want it'', ''The carer suggests things for [person] to do so they can experience different things'', ''We decide things together. There is good communication'' and ''If I have an appointment or something is wrong, they will adapt to this.''

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and their relatives told us the care agency provided clear information in formats which people being cared for could understand. For example, some relatives we spoke with told us their family members did not use words to communicate. They explained how the staff had learnt people’s individual communication methods, which helped them to be understood and to understand staff.

Information about the service was available in different formats when needed.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

There were procedures to help make sure people's protected characteristics and diverse needs were met. There were fact sheets for staff about some of these areas, for example different religions, cultures, and menopause. The fact sheets provided staff with extra guidance and helped them gain a better understanding.

People's diverse needs were being met. They and their relatives told us staff respected their different needs including religion, culture, and family lifestyle. They also told us how staff supported them through challenging times in their lives. For example, bereavement and illness. Relatives of people who had dementia told us the staff were patient and skilled at supporting them in a non-judgemental way.

Staff undertook training to understand about equality and diversity. The provider employed some staff with additional needs and made reasonable adjustments to help make sure these staff felt supported.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.