Caremark Sutton, Epsom & Ewell, Reigate & Banstead was rated Good across all five key questions at its February 2023 inspection, maintaining its previous 2018 Good rating and improving Effective from Requires Improvement. The service demonstrated particular strengths in cultural competency, staff training innovation, consistent care worker allocation, and a well-embedded governance framework.
Strengths
· Consistent care worker allocation built strong relationships and enabled early identification of health changes
· Registered manager is a qualified trainer delivering evidence-based and innovative training including a virtual reality dementia bus
· Staff worked with police on community safety initiative including video doorbells for vulnerable people living alone
· Cultural competency actively promoted through education sessions, links with local Imam, and language-matched staffing
· Reablement service achieved strong outcomes; local authority noted majority of people left requiring no ongoing care
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candourGood