Caremark - Charnwood

Staff received training, supervision and support so they could effectively perform their roles and meet people needs. People were provided with care and support that ensured they had good nutrition and hydration and access to healthcare that maintained their health and wellbeing. 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 were kind, caring and treated people with respect and dignity. People were encouraged to remain independent where possible and were supported to be at the centre in planning and developing their care.

People and those important to them were at the centre of the assessment and care planning process. People were supported to express their wishes and preferences regarding their care. Staff knew people well and used this knowledge to provide personalised care. Some care plans required further development to ensure they reflected the personalised care provided. People and relatives were confident to raise concerns and complaints if they needed to.

People, relatives and staff spoke positively about the management and leadership of the service, as being open and transparent. The provider had systems in place to monitor the quality of the service to ensure people received good care. People, relatives and staff were given the opportunity to feedback on their experience of the service and contribute to the improvement and development of the service.