Caremark Three Rivers

At the time of our inspection there were 33 people using the service.

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.

People told us they felt the service provided them with safe care. Risks to people's health, safety and wellbeing had been assessed. Staff were provided with guidance and knew how to work safely with people.

There were safeguarding systems in place and staff had received training. Staff knew how to report any concerns they may have and felt they would be listened to by senior staff.

Medicines were managed safely. Staff were trained and their competency checked. Effective infection prevention and control procedures were in place, this included the use of personal protective equipment (PPE) by all staff.

People were supported by sufficient numbers of staff. Some people had experienced occasions where their care visits were late, however they confirmed they were notified in these circumstances Robust recruitment processes were followed to ensure the suitability of staff.

People's needs were assessed and regularly reviewed. Care plans were personalised and reflected people's preferences and wishes. People felt involved in the planning of their care and were supported in deciding the ways in which they wanted their care to be provided.

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 described by people and relatives as kind, helpful and respectful. Staff were trained and supported in their roles through formal training, supervision and observations in their work. All spoke

positively about working at the service and the support they received from senior staff.

People and their relatives knew how to raise concerns or make a complaint. The manager encouraged feedback on the service and senior staff had frequent contact with people to provide opportunities for the sharing of their views on the service they received.

There were a range of checks and audits in place. The manager maintained oversight of all aspects of the service and ensured involvement and engagement with staff at all levels to ensure that communication was open.