Caremark (Redcar & Cleveland)

People and staff were positive about the open culture of the service, they all said they were listened to, any concerns were addressed. Most systems were in place to ensure people received safe and person-centred care. However, improvements were required to some medicine records and some care records to ensure information about any identified risk was transferred to associated care plans to provide guidance to staff to keep people safe. Incidents and accidents were reported, investigated and lessons learned to reduce risk of re-occurrence. Systems were in place to ensure people were kept safe and protected from the risk of harm and abuse. People were supported to understand and manage risk. Detailed information was collected before people started to use the service and was available if they moved between services. Rotas were well-managed to make sure people received consistent safe and good quality care that was person centred. A relative commented, “Name has continuity of care which is good as they can get confused.” Staff received training that was relevant to their roles and responsibilities. They received support and regular supervision with opportunities for personal development. There was robust recruitment of new staff. Systems were in place to promote good infection prevention and control.

We identified a breach of regulation 17: Good governance of The Health and Social Care Act 2014 due to some improvements that were required to medicine management and some care records. The service demonstrated effective processes in relation to responsibilities, roles, systems of accountability and governance. Systems were in place to assess, monitor and improve the service, however some improvements to records were identified at inspection. The service promoted a positive culture which was practised and promoted by the whole of the staff team. A relative commented, ““We didn’t know anything about care and they were recommended to us, they came and interviewed us and we all worked out what we needed and we are very pleased with the service.” People and staff said they were not afraid to speak up and they knew they would be listened to. There was an emphasis on learning and improving throughout the service. People, their relatives and staff were asked for their views and experiences of the service. Feedback was listened to and addressed. Staff and managers worked in partnership with visiting health and social care professionals which provided good outcomes for people. The service had inclusive leaders who embodied the culture and values of their workforce and organisation. There was a capable and compassionate management team who, with staff, worked to ensure good quality care for people in partnership with external professionals. Staff told us they felt supported by the management team. The service had accessible policies and procedures that staff were aware of and kept updated with. The service demonstrated that it valued diversity in its workforce and worked towards an inclusive and fair culture by improving equality and equity for its staff.