# Caremark (Coventry)

*Operated by SM Homecare Services Ltd.*

Caremark (Coventry) is a CQC-regulated home-care agency in Coventry.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 29/07/2021

## Practical info

- Postcode: CV1 4PB
- Registered manager: Edkins, Sonia
- Local authority: Coventry
- Region: West Midlands
- City: Coventry
- Last CQC check: 29/Jul/2021 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Innovative use of social media communication group to keep staff informed of schedule and policy changes.
  - Published: 2021-10-30
- Finding
  - Evidence: Mental Capacity Act principles understood and applied by management and care staff.
  - Published: 2021-10-30
- Finding
  - Evidence: Provider commissioned external audit and developed an action plan based on CQC inspection methodology.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff morale very high, with staff expressing pride and satisfaction in their work.
  - Published: 2021-10-30
- Finding
  - Evidence: Awarded 'Top 10 Home Care Provider Award 2017' by a home care organisation.
  - Published: 2021-10-30
- Finding
  - Evidence: Multiple feedback channels including annual surveys, customer forums, telephone satisfaction calls, and newsletters.
  - Published: 2021-10-30
- Finding
  - Evidence: Electronic call monitoring being introduced July 2017 to ensure timely care delivery.
  - Published: 2021-10-30
- Finding
  - Evidence: Well-structured management team with clear leadership, expanded since previous inspection to support growth.
  - Published: 2021-10-30
- Finding
  - Evidence: Medication administration records checked thoroughly via spot checks and on return to the office.
  - Published: 2021-10-30
- Finding
  - Evidence: No missed calls reported by any of the 10 service users spoken with by phone.
  - Published: 2021-10-30
- Finding
  - Evidence: Strong continuity of care with regular staff assigned to the same people, fostering trusting relationships.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received comprehensive training including mandatory and specialist modules, with regular spot checks on practice.
  - Published: 2021-10-30
- Finding
  - Evidence: Robust recruitment processes including DBS checks and references completed before staff started work.
  - Published: 2021-10-30
- Finding
  - Evidence: People consistently felt safe and staff demonstrated strong knowledge of safeguarding procedures.
  - Published: 2021-10-30
- **communication_with_families** _(minor)_
  - Evidence: different care staff visited at weekends which disrupted the usual weekly routine.
  - Published: 2021-10-30
- **person_centred_care** _(minor)_
  - Evidence: Some people told us their care had not been as consistent recently and they had a lot of new care staff visiting them.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff supplied with PPE and trained in infection control including donning and doffing during COVID-19
  - Published: 2021-07-29
- Finding
  - Evidence: Good working relationships established with health and social care professionals
  - Published: 2021-07-29
- Finding
  - Evidence: Open, supportive culture with staff confident to raise concerns; strong leadership recognised by people, relatives and staff
  - Published: 2021-07-29

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2021-07-29
- Finding
  - Preventing and controlling infection
  - Published: 2021-07-29
- Finding
  - Using medicines safely
  - Published: 2021-07-29
- Finding
  - Staffing and recruitment
  - Published: 2021-07-29
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2021-07-29
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-07-29

### well_led

- Finding
  - Working in partnership with others
  - Published: 2021-07-29
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2021-07-29
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2021-07-29
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-07-29
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; Continuous learning and improving care
  - Published: 2021-07-29

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1125454489

HomeCare Compass is an independent guide and is not affiliated with the CQC.