We carried out this announced inspection on 9 October 2018. This was the first inspection for this service since the provider registered with the Care Quality Commission (CQC) in December 2016. We rated the service ‘Good’.

Caremark Kensington is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The provider is a franchisee of Caremark. Not everyone using this service receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection the service was providing personal care to two people.

The service had a registered manager who had been in post since December 2016. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff were aware of their responsibilities to report suspected abuse and there were processes in place to safeguard people using the service. People told us that their care workers were caring and that they could always talk to a manager if they had concerns.

The provider carried out assessments of risks to people who used the service, including falls management plans which were reviewed as people’s needs changed. Care workers ensured that people were protected from the risk of hot water and that money was handled safely.

The provider operated safer recruitment measures to ensure that care workers were suitable for their roles. Care worker’s skills and knowledge were assessed during recruitment and staff received suitable training which was reviewed regularly. Managers carried out regular checks to make sure that care workers were carrying out tasks appropriately and that people were happy with their care, but care workers did not receive formal supervision.

Managers maintained audits and checks to ensure that they held that right information on people. Care workers told us that they maintained good contact with the office but there were no formal processes to record this. Care workers ensured that people received their medicines safely. The provider had assessed people’s health needs and how they could receive support to eat and drink safely.

Care was delivered in a safe and appropriate manner. Assessments were carried out of people’s care needs and plans were drawn up to meet these. Plans were detailed about the care people had and how this could be carried out in line with people’s wishes. People had consented to their care. Care workers ensured that people received the care they needed and were confident at highlighting issues of concern with managers so that these could be acted on.

We have rated this service ‘Good’. Where services are rated ‘Good’ we aim to return to carry out a further inspection within 30 months. We will continue to monitor this service and will return before this time if we think the quality of the service has changed.