All inspections: Caremark (Hatfield &Welwyn)

Caremark (Hatfield & Welwyn) is a domiciliary care agency registered to provide personal care to people in their own homes. This was the first assessment carried out under our single assessment framework. This assessment was announced. Assessment activity started on 16 September and ended on 01 October 2024. At the time of our assessment, the service was providing the regulated activity to 46 people. This assessment was carried out as we had received concerns about aspects of the safety and management of the service. We looked at a total of 9 quality statements, all of which were in the safe and well led key questions. At our last inspection (report published 06 May 2021) the service was rated Good. At this assessment we found improvements were needed with regards to staffing, staff training and governance. These were breaches in regulation. We have requested the provider submit an action plan. Quality assurance processes were not being operated effectively. Concerns found at the assessment had not been identified. Where audits and checks had been completed, these did not consistently offer accurate information or oversight. This meant that action was not taken where improvements were needed. Staff were consistently not providing care to people for the duration identified as required and scheduled. The provider and registered manager did not analyse completed call data to review the duration of call visits, or the timeliness of staff. As a result, they were unaware of the shortfalls in care delivery we found. The provider told us that the service had experienced a malicious data loss and as a result was unable to provide some evidence requested as part of this assessment. This included evidence to confirm that staff had received training as required to perform their roles. Gaps remained in records. People and relatives offered positive feedback about their experiences of the service. However, staff feedback received was mixed.

Caremark (Hatfield & Welwyn) is a domiciliary care service providing care and support to people living in their own homes. At the time of this inspection 70 people were 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

People were supported by staff who had received infection prevention and control training. Each member of staff had their competency checked by senior staff on a regular basis.

Personal protective equipment (PPE) had been provided to all staff, with ample supplies available at the office should they require more.

Visitors to the office were screened and the layout had been amended to ensure social distancing was possible. The provider had developed procedures and guidance for people and staff in response to the COVID-19 pandemic.

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

Rating at last inspection

The last rating for this service was good (published 18 April 2019).

Why we inspected

We undertook this targeted inspection to check on a specific concern we had about infection prevention and control measures in place at the service. The overall rating for the service has not changed following this targeted inspection and remains good.

CQC have introduced targeted inspections to follow up on Warning Notices or to check specific concerns. They do not look at an entire key question, only the part of the key question we are specifically concerned about. Targeted inspections do not change the rating from the previous inspection. This is because they do not assess all areas of a key question.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

About the service: Caremark (Hatfield &Welwyn) is a domiciliary care service that is registered to provide personal care to people living in their own homes in the community. At the time of our inspection 48 people were being supported with personal care.

People’s experience of using this service:

People were very happy with the support they received. They felt safe and well supported by staff who were king and caring.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Staff were aware of the Mental Capacity Act (MCA) and how it related to people who used the service.

Relatives told us the service was reliable and delivered the support needed for people to live in their own homes.

Care plans were developed and gave guidance for staff in how people wanted their needs met and what their likes and dislikes were.

People told us they had confidence in staff and the management to raise any issues and these were listened to. The service was flexible and accommodated people`s changing needs.

The registered manager developed good working relationships with other health and social care professionals so when people`s needs changed there was effective communication between all involved.

Staff told us they had training and support to understand how to carry out their roles effectively. They knew their responsibilities in regard to safeguarding and confidently described the reporting process internally and externally to local safeguarding authorities.

The registered manager and provider closely monitored the quality of the service provided. They carried out audits and surveys to ensure people were happy with the support they received.

Rating at last inspection: This was the first inspection of this service since registering with the Care Quality Commission on 16 March 2018.

Why we inspected: This was a planned inspection.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

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

Caremark (Hatfield &Welwyn)

All Inspections

During an assessment under our new approach

14 April 2021

During an inspection looking at part of the service

22 March 2019

During a routine inspection