Caremark Three Rivers

Updated 15 July 2022

The inspection

We carried out this performance review and assessment under Section 46 of the Health and Social Care Act 2008 (the Act). We checked whether the provider was meeting the legal requirements of the regulations associated with the Act and looked at the quality of the service to provide a rating.

Unlike our standard approach to assessing performance, we did not physically visit the office of the location. This is a new approach we have introduced to reviewing and assessing performance of some care at home providers. Instead of visiting the office location we use technology such as electronic file sharing and video or phone calls to engage with people using the service and staff.

Inspection team

This inspection was completed by an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was not a registered manager in post. A manager registered at the provider’s other location was managing the service.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be able to support the inspection.

Inspection activity started on 01 April 2022 and ended on 03 May 2022.

What we did before the inspection

We reviewed information we had received about the service since registration. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with six people who used the service and five relatives about their experience of the care provided. We spoke with four members of staff including the provider, registered manager and office staff. We also received written feedback from four members of care staff

We reviewed a range of records. This included three people’s care records and medication records. We looked at two staff files in relation to recruitment and multiple records relating to staff training, supervision, and those relating to observations and monitoring staff practice. A variety of records relating to the management of the service, including audits, surveys and quality assurance records were also reviewed.

This performance review and assessment was carried out without a visit to the location’s office. We used technology such as phone calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

Updated 15 July 2022

About the service

Caremark Three Rivers is a domiciliary care service registered to provide personal care to people living in their own homes.

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’s experience of using this service and what we found

Caremark Three Rivers did not have a registered manager. The manager was registered with CQC, however this was related to another location run by the provider. The provider told us they would consider having the manager register for both of their locations.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 03 December 2020 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service and based on the date of registration.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.