Caremark Liverpool

On this page

• 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

We assessed 3 quality statements in the well led 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, the key question remains good. Staff were able to describe the culture of the organisation. Staff fed back Caremark was a good place to work and they felt valued and cared for. The provider had taken steps to ensure staff had processes to follow if they needed to speak up, and these were clearly communicated.

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.

Overall staff feed back was positive of their relationship with the registered manager, and felt the culture of Caremark was to put people first. Comments included, “There is an open door policy. Ethos is respect.” And “Yes they are supportive there is a good vibe, they listen to us. Not sure about ethos but we aim to give good quality care.” Adding, “Look after, put the customer first.” Staff told us Caremark encouraged professional development and understood what was expected of them in their role. Overall staff feedback positively of working for Caremark and enjoyed their role.

Processes were in place to ensure staff understood the direction and culture of Caremark, which focused on staff development and skill building. This also included access to external qualifications and other vocational courses. Regular team meetings evidenced an open and transparent approach to overcoming issues, with a focus on problem solving and finding solutions.

Staff enjoyed working for Caremark and spoke positively about the relationship between themselves, the registered manager and wider management team. We were told, "Yes they are caring and listen 100%" Leaders, registered manager and senior management teams were committed to an ethos of inclusion and development. We were told, “I just always want everything to be the best it can be, better. We train and learn, make sure we are doing the right things.”

Caremark had a reward and recognition program in place, as well as various social media platforms to appeal to the wider staff team. A well-being representative was in post who was a spokesperson for staff.

Staff told us they the could raise concerns to the registered manager and other senior leaders, who would then act promptly to their feedback. Comments included “Yes 100%, I have done it before. I spoke out once and the issue was sorted within 2 days. Adding, "When I first started my calls were far apart, they listened and changed them for me.” Another told us, “Yes 100% I have the confidence to do this. They will listen and try to resolve.”

There were processes in place to encourage and respond to feedback. Following a increase of concerns reported to externally to the care quality commission, the registered manager and senior leaders reviewed how they gained feedback from staff more regularly. The registered manager shared they hoped by doing this it would show staff the management team were listening to their concerns and taking any remedial action needed more effectively.

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.

We did not look at Governance, management and sustainability during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.