Caremark (Redditch and Bromsgrove) is registered to provide personal care for people who live in their homes. At the time of our inspection 88 people were receiving care and support in their own homes.

The inspection took place on 13 October 2016 and was announced.

There was a registered manager in post. 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.

People’s particular care needs and expectations were not consistently responded to at the times they preferred.

People received the care and support they needed from staff to feel and be as safe as possible within their own homes. Staff had received training in abuse and understood the signs of abuse and their responsibilities to keep people safe. The registered manager checked staff’s suitability to deliver personal care during the recruitment process.

Risks to people’s health and wellbeing were identified and care plans were written to guide staff in their daily work to support people in reducing risks to their safety and wellbeing. Newly appointed staff understood people’s needs and abilities because they shadowed experienced staff and read the care plans when they started working for the provider.

The provider’s medicine policy and procedures ensured staff were trained in supporting people with their medicines where this was required and the management team checked people received their medicines as prescribed.

All staff received an induction, training and on-going support in order to support people’s individual needs effectively. Staff put their training into practice when assisting people with their particular needs. People, who needed assistance at meal times, were provided with this by staff who knew their individual dietary needs and recorded the support provided within daily notes. Staff referred people to other health and social care professionals when this was required for advice and support so people’s health needs were effectively met.

People were encouraged to share their views and make their own decisions about the planning and provision of their care. Where people were not able to make all of their own decisions about their care the views of their representatives were heard and recorded.

Care plans and risk assessments were updated as people's needs changed. People had built up good relationships with staff who regularly provided their care and support. Staff knew what was important to people and had learnt how they liked to be supported with their care. People were positive about how staff respected their privacy, dignity and independence.

People knew how to raise any concerns and or complaints and felt these would be listened to with action taken to resolve any issues. The registered manager had acknowledged and taken action when any complaints had been received to ensure people were satisfied with their care.

People and their relatives were encouraged to provide their views on the quality of the service. The provider and registered manager checked the quality of the care people received. Continual improvements were being made to develop and enhance people’s experiences of the care and support they received in their own homes.