Caremark (Harrow)

People's experience of using this service:

People and their relatives told us they were satisfied with the care they received. They stated that staff were well trained, did their jobs well and people felt safe when cared for by staff.

Risks to people's health and wellbeing had been assessed and this included risks of falling, pressure sores and certain medical conditions people had. Risk assessments contained guidance for minimising risks to people.

The service had a safeguarding policy and procedure. Staff had received training on how to safeguard people and were aware of the procedure to follow if they suspected that people were subject to, or at risk of abuse.

Staff had received medicines administration training and knew how to administer medicines safely. Regular checks and audits of medicines administration records (MARs) were carried out to ensure that errors were identified and promptly responded to.

Staff were safely recruited, and essential pre-employment checks had been carried out. There were enough staff to attend to people's needs.

The healthcare needs of people had been assessed and staff worked closely with healthcare professionals to meet the needs of people.

Staff encouraged people to have a healthy diet where this was part of their contracted responsibilities. They were aware that if there were significant fluctuations in people's weight, they should alert their manager, relatives and professionals involved.

Staff had received appropriate training and they had the knowledge and skills to support people. The registered manager and senior staff carried out regular supervision, annual appraisals and random spot checks to ensure that staff were able to carry out their duties.

Staff understood their obligations regarding the Mental Capacity Act 2005 (MCA). People were supported to

have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

Staff were caring and treated people with dignity and respect. They had received training on ensuring equality and valuing diversity and respecting the human rights of people. Feedback from people and their relatives indicated that staff formed positive relationships with people.

People's care needs had been fully assessed and staff were knowledgeable regarding people's needs. The service provided people with person-centred care and support that met their individual needs and choices. People said their preferences and choices had been responded to.

The service had a complaints procedure and people and relatives were aware of who to complain to. The service took complaints seriously. Complaints recorded had been promptly responded to.

The service was well managed. Morale among staff was good. Management monitored the quality of the services provided via regular checks and audits. The results of a recent satisfaction surveys indicated that people and their representatives were satisfied with the care and services provided. Suggestions made for improving the service had been responded to.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk