Updated 2 February 2024
Caremark Elmbridge is a homecare agency providing care to people with physical support needs and dementia. The assessment was completed between 21 February and 11 March 2024. A site visit to the registered office was carried out on 21 February 2024. The rating at our last inspection (published 25 May 2021) was good. At this assessment, the rating did not change and remains good. We reviewed 4 quality statements in Safe and Well-Led only.
Updated 2 February 2024
People and their relatives were overall happy with the care they received. People told us they felt safe with staff. One person said, “I feel very safe. They all know me well and they know my needs. I feel very comfortable and relaxed around my carers, so they are relaxed too.” People and their relatives told us staff knew their individual needs and risks and were able to provide safe support. One person said, “[Staff] are all so nice. They all know what I need, and I feel very safe with them around me. They always listen to me if I want to do something differently. I have no issues there.” Another person told us when explaining their care needs and daily routines and how staff supported them, “They use [the care equipment] safely. They knew more about it than me. I feel very safe when they are assisting me.” A relative commented, “Their systems work, and they are willing to answer questions and queries. Their documentation is very clear, and the staff seem very friendly and know instantly [person’s] needs and ask how we are.” People told us staff visited them as planned and were competent to provide safe care. However, some people said they raised concerns around staff not arriving for the visits on time which was since addressed and improved by the provider. One person said, “[Staff] all seem very knowledgeable.” People’s relatives commented, “It is better now, [staff] used to be late.”; “Most of the staff that come I have seen multiple times so it’s the usual group of carers.”; “[Staff] are competent. The recruitment policy must be good as the people they employ genuinely care and I can see it. My mum tells me that they are wonderful to her and so kind. If they have new staff just starting, they buddy up with another carer, so they all get to know the different clients with an established carer to make clients feel at ease.”