Caremark (Chelmsford & Uttlesford)

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

At the time of inspection, the service was providing care to 52 people however only 46 people were receiving personal care.

People appreciated being visited where possible by the same staff. If there was going to be unexpected staff changes or late calls, people were informed.

The computerised care plan was comprehensive and provided clear guidance for staff. People and relatives told us they were involved in the planning of their care which was reviewed regularly to ensure the care continued to meet their needs.

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 this practice.

During the pandemic some people's needs had changed and the service supported the additional activities such as shopping and collecting medicines from the chemist. The provider recognised loneliness and isolation as a concern, and the service used technology to enable people to stay in touch with their relatives.

Staff spoke with compassion when talking about their role and people using the service. People told us staff were kind and caring and that staff promoted their dignity, independence and safety when carrying out their care.

The service had a safe recruitment and induction process in place. Staff were positive about the training they had received and spoke highly of the management team saying they were supportive and approachable.

The provider and registered manager acknowledged the challenges of the pandemic and told us how they had adapted during that time to ensure the continuation of care provision for people using the service, supporting families and staff. The quality management oversight was conducted through audits, visits by the registered manager, telephone calls, surveys and staff supervision. People told us the communication with the service was good.