Caremark Brent

On this page

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

People were supported by staff who were patient, caring and attentive. People were treated with kindness and respect. Staff had established caring and positive relationships with people they supported and their relatives. Staff delivered person centred care that met people’s individual needs. Staff were aware of people's individual routines and preferences and respected and honoured this.

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.

Relatives told us staff were kind and caring. A relative said, “The carer has learnt how to play Chinese chess and through this medium they [family member and carer] communicate/talk to each other. Truly a great act of kindness and caring.” Another relative said, “The staff are caring.” People felt valued by carers who showed genuine interest in their well-being and supported them with compassion.

Staff spoke about people in a respectful manner and demonstrated empathy. They told us they prioritised spending time with people so that they were familiar with them and felt comfortable in their presence.

We did not receive feedback from external partners

Relatives we spoke with told us staff were attentive to their family member’s individual needs and treated them well. A relative told us, “You can tell [my family member] is very comfortable [in the presence of carers] even though they cannot respond.”

Staff told us they respected people as individuals and respected people’s backgrounds, including their cultural and religious beliefs. Care staff were matched with people based on their personality, interests and cultural needs. Staff we spoke with told us they provided care and support according to the person’s preferences and wishes. For example, if a person had expressed a preference to have a female carer this was arranged by the service.

Staff had training in equality and diversity and understood people’s diverse needs. Policies and procedures were in place which covered equality, diversity, and discrimination.

People were supported to make choices about their care and support where possible.

Staff established positive and caring relationships with people they supported and their relatives. This helped them deliver person centred care and meet people’s individual needs. Staff knew people's routines and their individual preferences. Staff promoted people’s independence and encouraged them to do as much as possible for themselves.

Systems were in place to help encourage people to maintain their independence as much as possible, in various aspects of life and daily activity. People’s independence levels were recorded in their care plans, so staff knew where they needed assistance. This helped ensure staff had the information they needed to help meet people's needs. People received care and support that was personalised and responsive to their individual needs and their care plans were kept under review to ensure staff continued to meet their changing needs.

Relatives told us they were happy with how staff responded to their family member’s needs. They told us staff were responsive and attentive. A relative told us, “The agency is able to cope with changing circumstances and last-minute requests. They have never let us (the family) down.”

Staff told us they knew people well. People mostly received care from the same small team of care staff. This helped them observe changes to people’s health and wellbeing.

Staff spoke positively about working at the agency. All the staff we spoke with told us they felt supported and valued by the management team. Staff told us they could raise concerns and ask questions and were confident these would be addressed. A care staff said, “Whatever we don’t understand, we are encouraged to ask questions. We can speak openly.”

Management had an open-door policy. Staff were encouraged to speak up and raise concerns.