Caremark (North Herts & Stevenage)

People's experience of using this service: People received personalised care and their preferences were met. People were supported to remain independent and in control of their care.

People's privacy and dignity was respected. People were positive about how they could make choices and do things independently.

People felt supported and the care they received was safe. Staff received training in safeguarding and understood the importance of reporting concerns internally and externally.

People received their visits on time, they also confirmed if staff were running late they were contacted. Staff confirmed there was adequate travel time between visits

Staff received regular training, supervisors completed spot checks to observe and check staff competencies. Staff received appropriate training to meet people's needs.

People and relatives were happy with the care provided by Caremark. Staff were kind and caring. People`s dignity and privacy were protected.

People and relatives knew who to contact should they have concerns. We saw that any concerns were responded to in line with the providers complaint policy

Care plans were developed when people started using the service, risk assessments were in place for each identified risk to people`s health and wellbeing.

Staff were responsive to people's needs and supporting them the way they wanted.

The service had policies and procedures based on current legislation and best practice guidance. Staff received updates when required to ensure lessons were learned when things went wrong. Staff understood their roles and responsibilities.

Audits and checks were in place to ensure best practice. There was evidence that improvements to the service were implemented. A new monitoring system and communication application had recently been implemented to improve the way care and support was delivered.

Rating at last inspection: Good (report published 10 August 2016).