Caremark (Spelthorne and Runnymede)

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.

People were supported to have maximum choice in 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 practise. People were supported to have a balanced diet and various professionals were regularly involved in people's care to ensure people were receiving the right care and treatment. People received effective support from staff who were suitably trained, skilled and experienced.

People told us staff were caring and kind. Family members said, "Dad thought [staff member] was kind and [staff member] was great on Friday, very chatty which he liked and the level of care and kindness has been much improved." People's privacy and dignity were promoted, and their choices respected. People and their relatives continued to be involved in decisions regarding their care. Staff encouraged people to remain as independent as possible. The staff understood the importance of maintaining people's confidentiality.

People continued to receive care that was planned to reflect their individual needs. The provider and staff recorded all relevant information in people's care plans. Any changes to a person's care and support were updated as soon as possible. The provider had a clear complaints process. People and relatives told us they had not needed to make a complaint but knew how to should they need to. This was supported with the provider not receiving any complaints in the past 12 months. The provider regularly received positive feedback from people, their relatives, staff and healthcare professionals. People's choices for their end of life care were recorded to ensure people's choices could be respected.

People's views were considered to improve the service, this was obtained through surveys, spot checks and phone calls. A number of methods were used to monitor the quality of service people received. The management team had plans around continuous improvements and improving the standards. There was

an open and transparent culture where people's opinions were valued.

The provider and registered manager ensured they met the regulatory responsibilities including requirement to display the rating and to return the Provider Information Return (PIR) to the Care Quality Commission.