Caremark Doncaster, Bassetlaw and West Lindsey

The provider had a proactive and positive culture of safety, based on openness and honesty. Appropriate systems were in place to share information about people's care and support to ensure continuity of care. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. People’s care plans were detailed and explained how care should be provided safely. Staff were recruited safely and pre-employment checks were completed prior to new employees delivering care and support. Medication administration was managed safely. Staff received appropriate training and support, and regular audits of processes checked compliance and safety of administration of medicines.

People's care plans clearly identified their assessed needs and detailed how they wanted their care to be delivered. Regular care teams provided care and support for people, which ensured consistency. Staff worked effectively with local health and care professionals to ensure transitions were well coordinated and planned according to people’s preferences. The provider supported people to regain their independence and control of their own care and support needs. People's care needs and risks associated with care and support were reviewed regularly which ensured agreed outcomes were achieved. People were told about their rights around consent which were respected when person-centred care was delivered.

People were always treated with kindness, empathy and compassion and their privacy and dignity was respected. Staff were kind and caring and people were happy with the quality of care and support they received. People knew their rights and had choice and control over their own care, treatment and wellbeing and they were supported to develop and maintain their independence. The management team listened to people, families and staff about changes to people’s needs and preferences. The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Care and support was personalised and person-centred. Carers knew people and provided care and support specific to them which met their individual needs. Referrals were made to community-based health and care services when there were changes in people’s needs. Members of staff involved people in decisions about their care and told them what had changed as a result. People received care and support at times they chose. The provider was flexible and accommodated changes to call times when required. People were supported to be as independent as possible and to have the support, care and treatment they needed to avoid hospital admissions. People and their families were involved in conversations and decisions about future care and support.

The provider had a shared vision, strategy and culture. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. There were clear responsibilities, roles, systems of accountability and good governance in place. These were used these to manage and deliver good quality, sustainable care and support for people. There was a focus on continuous learning, innovation and improvement across the organisation and local system. The provider encouraged creative ways of delivering equality of experience, outcome and quality of life for people.