Caremark (Worcester & Malvern Hills)

People's individual needs were assessed with them before their care started. Staff received training and ongoing management support to help them work safely and effectively. People had support to prepare their meals and drinks where they needed this. Staff and management sought to work effectively with community health and social care professionals involved in people's care. They helped people seek professional medical advice and treatment, if they were unwell. People's rights under the Mental Capacity Act 2005 were understood and promoted by staff and management. 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 supported this practice.

Staff approached their work in a caring manner, and knew the people they supported regularly well. People were encouraged to have their say about the service provided. Staff treated people with dignity and respect.

People's care plans were individual to them and staff said they read and followed these. People and their relatives were clear how to complain about the service.

People and their relatives felt comfortable contacting office staff and management. Staff felt well-supported by an approachable management team who sought to engage effectively with people, their relatives and staff. The provider had quality assurance systems and processes in place designed to enable them to monitor and improve people's care.