About the service Caremark Chichester is a domiciliary care agency which provides support for adults in the community, including those living with Parkinson’s and dementia, who require assistance with personal care. At the time of the inspection 109 people used the service.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of this inspection 78 people were in receipt of personal care.
People’s experience of using this service and what we found
Systems and process were in place to monitor the quality of the service being delivered. These were not always robust to identify the issues we found during the inspection in relation to ensuring accurate record keeping. The provider and registered manager provided assurances of what action they would take to address this.
People were happy with the care they received and felt safe with the staff supporting them. Systems were in place to protect people from the risk of abuse and improper treatment and staff knew how to identify potential harm and report concerns. People received their medicines safely from staff who were trained to administer these. Checks were carried out prior to staff starting work to ensure their suitability to work with people who used the service.
Positive and caring relationships had been developed between staff and people who used the service. People were treated with kindness and compassion and staff were friendly and respectful. People benefitted from having support from staff who had a good understanding of their individual needs.
Care was personalised to meet people’s care, social and well-being needs. Care plans provided adequate information and guidance for staff. Staff knew people well and provided support in line with people’s preferences. People’s diverse needs were catered for and they were treated with dignity and respect.
There were high levels of satisfaction amongst people who used the service. Everyone we spoke with said they would recommend the service to others. People repeatedly told us staff had made a difference in their lives and ensured people were happy and safe.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
The culture of the service was positive; people and staff were complementary of the management and provider.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 15 September 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.