Caremark (Kingston)

People and their relatives told us that effective care was provided, they had not experienced discrimination and their equality and diversity needs were met. Staff were well-trained and supervised. People said staff provided good, focused care that met their needs, and they were encouraged to discuss their health needs. Any changes to them or concerns were passed on to appropriate community-based health care professionals. This included any required transitioning of services if the people's needs changed. People were protected by staff, from nutrition and hydration risks, and they were encouraged to choose healthy and balanced diets that also met their likes, dislikes, and preferences.

People said staff provided care and support in a friendly manner, paying attention to small details which made all the difference. Staff acknowledged people's rights to privacy, dignity, confidentiality, and people felt respected. They were encouraged and supported to be independent and do things for themselves, wherever possible. This improved their quality of life and promoted their self-worth. Staff were compassionate, cared about people, and passionate about the person to whom they provided a service.

The provider responded to the people's needs and assessed, reviewed, and appropriately adjusted their care plans as required. This included any communication needs. People were provided with person-centred care, given choices, and encouraged to follow their routines, interests and maintain contact with friends and relatives so that social isolation was minimised. They received enough information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and

investigated.

The service was well-led. The provider's culture was positive, open, and there was a clearly identified leadership and management structure. The provider had a vision and values that staff understood, followed and they were aware of their responsibilities and accountability. Staff said they were happy to raise any concerns they may have with the provider and take responsibility. The quality of the service was regularly reviewed, and any required changes made to improve the care and support people received. This was in a way that suited people best. There were well established effective working partnerships that promoted the needs of people being met outside the provider's remit. Registration requirements were met.