Caremark (Thanet)

People were protected from avoidable harm and abuse by staff who knew how to identify and escalate concerns. Risks faced by people during care were identified with clear plans in place to mitigate them. We saw where people's risks changed, staff knew what to do and reported any concerns. Care plans were updated in response to changes in people's risks and circumstances.

People were supported to take medicines by trained staff. However, care plans did not contain enough information about the medicines people were prescribed to ensure staff had the information they needed. We have made a recommendation about medicines care plans. People were supported to access healthcare services and to ensure they followed the advice of healthcare professionals.

The service worked closely with local community groups to offer people additional access to community activities, social events and networks to reduce the risk of social isolation. Staff researched people's background and culture to ensure they provided sensitive and appropriate support.

People were involved in delivering training to staff about their experience of using care services. Staff were recruited locally and the values of the organisation were embedded from the early stages of recruitment. Staff received the training and support they needed to perform their roles. Staff were encouraged to become specialists and support other staff with their learning.

People told us they were confident that any concerns they raised would be listened to. The provider made adjustments where necessary to ensure information was accessible to people.

The provider had introduced electronic care plans and call monitoring systems over the summer of 2019. They were still developing systems to ensure the call monitoring information was used effectively. We have made a recommendation about this area.

There was a clear vision and plan for the future of the service. Staff and people who used the service spoke

highly of how the organisation was run. Audits were in place, but they did not always demonstrate that the quality of records had been reviewed. We have made a recommendation about this.

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.