Archived: Caremark Norwich

Updated 13 May 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

The inspection took place on 22 and 23 March 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service. Notice was given to ensure the management team was available to assist our inspection. The inspection was carried out by one inspector and an ‘expert by experience.’ An expert by experience is someone who has had personal experience of supporting vulnerable people.

Before the inspection we viewed all of the information we had about the service. This included statutory notifications that the provider had sent us in the last year. A statutory notification contains information about significant events that affect people’s safety, which the provider is required to send to us by law. We also contacted the local quality assurance team and asked their views on the service.

During the inspection we visited the service’s office, spoke with six people who used the service and four relatives. We also spoke with the registered manager, a field care supervisor and five care staff. We observed the office staff talking to clients, relatives and other professionals on the telephone.

We looked at the care records for four people who used the service and medicines administration records for four people. These records covered periods within the last 12 months. We also viewed records relating to the management of the service. These included risk assessments, four staff recruitment files, and training records.

Updated 13 May 2016

The inspection took place on 22 and 23 March and we contacted the service before we visited to announce the inspection.

Caremark Norwich provides domiciliary care to around 128 people living in their own homes, some of whom may be living with dementia or long term conditions.

There was a registered manager in place. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported by staff who were knowledgeable in their roles and demonstrated the skills required. They had been safely recruited and were well-trained. Staff had been selected for their person centred approach and their willingness to care for people. Staff told us they felt supported in their roles. Staff were motivated and passionate about the people they cared for and the service they provided.

Staff demonstrated they understood how to prevent and protect people from the risk of abuse. The service had procedures in place to report any safeguarding concerns to the local authority. People and staff were protected from harm as the service had identified and assessed any risks to them and reviewed these on a regular basis. Risk assessments were individual to the person and their environment.

Medicines were administered in a consistently safe manner. Medicines administration records were clear and accurate. They contained the relevant information. Staff understood safe procedures for administering medicines.

Staff received training and opportunities to further improve their skills and knowledge. Staff were undertaking qualifications and were given regular opportunities to discuss their performance with the management team. The competencies of staff were regularly assessed and recorded to ensure an appropriate standard of care was delivered.

People benefited from staff who felt valued by the service and were happy in their work. They had confidence in the management team and the service they were providing.

People were treated in a respectful, compassionate and caring manner. They told us they felt in control of their lives. Staff demonstrated that they understood the importance of promoting people’s dignity, privacy and independence. They gave examples of a caring and empathetic approach to the people they supported.

Staff had received training in the MCA and demonstrated they understood the importance of gaining people’s consent before assisting them.

Care and support was delivered in a person-centred way. The service had completed detailed assessments of people’s needs. People received individualised care as their care plans had been developed in collaboration with them. The service regularly reviewed people’s needs and made changes as required.

Staff assisted people, where necessary, to access healthcare services. Staff had a good understanding of people’s healthcare needs and demonstrated they had the knowledge to manage emergency situations should they arise.

Staff supported people to maintain their interests and avoid social isolation. The service worked jointly with other professionals to maintain people’s wellbeing.

The management team demonstrated an inclusive approach to the management of the service and people had confidence in them. They were supportive, accessible and actively encouraged people to comment on the service they provided.

People felt comfortable making a complaint. There were effective systems in place to monitor the quality of the service.

The manager had begun joint working with partnership organisations to develop the service.