Caremark Merton, a domiciliary care agency supporting 32 people, was rated Good in all five key questions at this 2022 inspection. Inspectors noted some delays to weekend and evening calls and inconsistent PPE/mask use, but found safe recruitment, medicines management, person-centred care and effective leadership.
Concerns (4)
moderate
Missed or late visits
: “People experienced delays to care delivery particularly over weekends and during evening calls.”
moderateInfection control: “People's care delivery was not consistently done in line with infection prevention and control (IPC) guidance. A small number of people said staff did not always wear masks correctly.”
minorStaffing levels: “However, staffing issues at times meant people received care from staff who did not always know them well.”
minorCommunication with families: “We had some teething problems with miscommunication but when I phoned the office to tell them exactly what I expected, things were resolved.”
Strengths
· Safe recruitment practices including DBS and reference checks
· Staff trained in safeguarding and understood how to identify and report abuse
· Medicines administered safely with audits of MAR charts and competency checks
· Person-centred care that respected cultural backgrounds, dignity and independence
· Effective working with healthcare professionals and other agencies
Quality-Statement breakdown (25)
safe: Staffing and recruitmentNot rated
safe: Preventing and controlling infectionNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Using medicines safelyNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting people to develop and maintain relationships to avoid social isolationNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated