Caremark (Hillingdon)

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The service was well-led. There had been improvements to the way the service was run, which was reflected in the provider's own audits and feedback from stakeholders. There was a positive culture and staff felt valued and listened to. The provider had plans for further improvements and ways to develop the service. 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.

There were clear policies, procedures and processes for staff training and support. There was information to help make sure staff understood the company's values. There were regular meetings for all staff to discuss the service and for the managers to hear feedback from them.

There was a positive culture at the service. People using the service, their relatives and staff told us they would recommend the care agency. Some of the comments from staff included, ''I would recommend this as a good place to work'' and ''I have been happy with the agency since the day I started.''

The manager and owners had a clear vision for the organisation. They had started to develop the service and make changes. They were looking at ways to improve staff wellbeing through developing mobile applications, reward schemes and social media platforms specifically for staff support and communication.

Staff felt supported by the management team. The care agency was owned by two experienced professionals who had managed other care settings. They worked closely with the manager to oversee the day-to-day operations. The manager had started working at the service a few months before our assessment. They were in the process of registering with CQC. They were an experienced and qualified care manager.

There were procedures for whistle blowing and speaking up. Staff were able to share their feedback about the service through anonymous surveys as well as by speaking directly with managers.

Staff understood the whistle blowing procedure and felt able to speak up. They had regular opportunities to meet with the management team and share their views.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

There were effective systems for monitoring and improving quality. The provider undertook a range of audits to help make sure quality of care was monitored and improvements were identified and implemented when needed. The provider developed action plans to show how these improvements would be achieved.

The management team explained they had sourced a consultant who had supported them with auditing and developing the service.

The managers worked with other organisations to provide care for some people. They liaised well with them and supported each other to help make sure people received good quality care and support.

People using the service and their relatives explained the care agency worked closely with other professionals, including healthcare professionals. They explained information was shared when needed and staff followed guidance from others.

The manager told us they invited external professionals to train staff and give written guidance about people's needs. For example, when they required a piece of equipment or had a complex health need.

The provider contacted people using the service and other stakeholders for feedback. Care plans and assessments were regularly reviewed. The provider undertook spot checks on staff to make sure they were providing good and effective care. The responses from these checks indicated people using the service, staff and other stakeholders were happy. The provider had a good overview of when things went wrong. They used this knowledge to help plan improvements to the service. The management team kept themselves updated with good practice guidance and changes in legislation.