- Homecare service
Caremark Tunbridge Wells, Tonbridge and Malling
Report from 29 August 2024 assessment
Contents
Ratings
Our view of the service
We carried out this responsive assessment between 30 September 2024 and 07 November 2024. We looked at how Caremark Tunbridge Wells, Tonbridge and Malling assessed people's care needs, and how they trained and supervised staff to support people according to their needs and preferences. Caremark Tunbridge Wells, Tonbridge and Malling is a domiciliary care service providing personal care to people in their own houses and flats in the community. At the time of our inspection there were 34 people using the service who required supported with their personal care. This included 3 people who received care from live in carers. 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. The service provides support to older people, younger adults, people living with dementia, people with physical disabilities, people with a sensory impairment and people with mental health conditions. We spoke with 6 people, 4 relatives and 10 staff including the manager and nominated individual during the assessment. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We reviewed 5 people’s care plans, 4 staff recruitment records as well as general records for the service. These included staff training records, meeting records, policies and procedures and audits.
People's experience of this service
People's feedback about the service they received was mainly positive. Comments included, “I’m 95% happy with my care”; “I am very happy with my carers as they chat to me because I am very lonely and a bachelor. It’s nice to have someone to chat to”; “I feel very happy and safe with my carers. They wash me and generally get me ready for the day. They come on time and stay the time that is needed. I have 2 regular carers and they both know me well now.” Most relatives were happy with the service. A relative said, “We feel happy about raising complaints and do feel we will be responded to even if there may be a wait.” People were not always protected from avoidable harm because risk assessments were not always clear, comprehensive and up to date. Staff were recruited safely and were supported through training. Staff had not always been adequately deployed, staff reported consistent issues with insufficient travel time being rostered. People and relatives were treated with respect and kindness. The provider had systems and processes in place to understand the diverse health and care needs of people receiving a service. Systems and processes to audit and check the service were in place, however these were not always robust. Staff did not always feel communication was effective.