Caremark (Redditch and Bromsgrove)

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Right Support: Model of Care and setting that maximises people's choice, control and independence

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 recruited in line with the provider's policy with pre-employment checks completed. Staff had been trained and had the skills to support people. However, further training was needed in specific areas, such as textured modified diets. Staff had received training to support people with learning disabilities and/or autistic spectrum disorders, however the provider acknowledged this was basic training and more in-depth training would be given.

Right Care: Care is person-centred and promotes people's dignity, privacy and human rights

People told us they felt safe and supported by the staff who cared for them. People said they felt safe with staff in their homes. Staff understood how to protect people from the risks of abuse and how to report any concerns. People's care, treatment and support plans gave staff the information they needed to provide safe care. People's care plans provided detail on how staff should support people in the right way to keep them safe. Staff ensured people's rights and dignity were promoted and protected within the agreed risk management plans of care. Infection, prevention and control was managed well.

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives.

The provider had good oversight of the service. Quality checks took place and identified where improvements were needed and actions were taken. The provider had ensured we (CQC) were informed about incidents we should be legally told about. Feedback was sought from people, relatives and staff about how they felt about the service they received. This feedback was positive about the hands-on caring approach by staff. The provider was open to feedback and was willing to learn lessons and make further improvements to strengthen the quality of the service. Staff felt valued and said they felt supported by the provider and manager.