Archived: Caremark (Eastbourne & Wealden )

We spoke with four care staff who worked in the community. We also spoke to the acting manager and the provider who worked in the office.

People told us that they were treated with respect and that their dignity was maintained. One person said, 'The staff are always respectful. They are always nice and polite.'

We looked at the care planning system and found that people's needs had been assessed and individual plans were in place. All of the people we spoke with said they were happy with the support and care they received.

People were protected from the risk of infection because appropriate guidance and training had been provided.

We reviewed the staffing provision and duty rotas. We found that there was enough qualified, skilled and experienced staff employed by the agency to meet people's needs.

We found there were quality assurance systems in place which were used to review and improve the service provided.

During this inspection we also followed up on a compliance action made in November 2012.

We spoke with three people who used the service and five staff members, including the new manager and the company director who was the nominated individual.

People told us that they received the care and support they required to meet their needs. They said that they were aware of what care was to be provided, when and mostly by whom. Comments included, 'Everything is absolutely excellent, I have no problems at all.' and 'The care is very good and the staff make an effort to keep me up to date with all issues.'

We looked at systems in place for the handling of medicines. We found that staff were trained and appropriate records were maintained.

We reviewed the staffing arrangements that included the cover provided to respond to foreseeable emergencies. These had improved with more staff availability. Systems for staff training and support were reviewed and these confirmed that staff received regular training and supervision, along with an annual appraisal.

People told us that they received the care and support they required to meet their needs. They said that they were aware of what care was to be provided and were in agreement to it being provided. This was said to be delivered by staff who were ‘’kind, respectful and would do anything for you.’’

Staff and people who used the service told us that arrangements to cover emergency staffing shortfalls were not effective. This meant that one staff member attended visits when two were required. We were told that this was not an infrequent occurrence.

We looked at the systems and processes the home had in place to respond to complaints and to protect people from abuse. These processes ensured complaints could be raised and that they were fully investigated. Staff knew what constituted abuse and what to do if it was suspected.

We looked at the systems and processes the agency had in place to respond to complaints. These processes ensured complaints could be raised and resolved to people’s satisfaction.