Caremark Liverpool

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

We assessed 1 quality statement in the responsive key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. Though the assessment of these areas, our rating for the key question remains good. People told us that staff advocated on there behalf and support was offered to ensure health appointments where facilitated and ongoing care needs were monitored. Processes supported gathering feedback from people in ways that they preferred, which was also accessible to them.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

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

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.

People told us that when required staff would advocate for them to arrange appointments. This also included querying any follow up calls or visits to ensure people’s health needs were prioritised. One person told us “They would call the GP, or District Nurse if I needed - they would help me if my son was not around to do this for me.”

Staff supported people to contact other health care providers on behalf of people when required or requested to do so by people. This included ensuring appointments were made for people in a timely way and communicated to them in a way they understood. One staff member told us “For one lady over bed sores, they were bad. I called DN's to raise with them and I called the office.”

Information was presented in a way people could understand. The registered manager created checklists and action plans for gathering feedback from people, presented in different formats. Some people preferred visits from managers to provide feedback, while others were happy to give it over the phone at times that suited them. This ensured there was an equal approach to ensuing everyone who used the service had a way they could raise issues and give feedback. There was also information shared with staff with regards to how to ensure communication was robust between other health services when needed such as ambulances and hospitals to ensure people got the correct level of care.

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.