# Caremark (Sevenoaks & Tandridge)

*Operated by Sorg Services Limited.*

Caremark (Sevenoaks & Tandridge) is a CQC-regulated home-care agency in Westerham.

## CQC Ratings

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

Rating published: 14/03/2023

## Practical info

- Postcode: TN16 1JR
- Registered manager: Shipton, Ami
- Local authority: Kent
- Region: South East
- City: Westerham
- Last CQC check: 14/Mar/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-03-14
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-03-14
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-03-14

### effective

- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-03-14
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-03-14
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-03-14
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-03-14
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-03-14

### Other

- Finding
  - Evidence: Good infection control practices with PPE spot checks carried out on staff
  - Published: 2023-03-14
- Finding
  - Evidence: Positive open culture with strong registered manager accessibility and staff recognition schemes
  - Published: 2023-03-14
- Finding
  - Evidence: Complaints were taken seriously and resolved to people's satisfaction
  - Published: 2023-03-14
- Finding
  - Evidence: Care plans reflected individual backgrounds, preferences and communication needs
  - Published: 2023-03-14
- Finding
  - Evidence: People and relatives consistently described staff as kind, caring, dignified and respectful
  - Published: 2023-03-14
- Finding
  - Evidence: Thorough inductions with competency assessment before independent working; staff praised training quality
  - Published: 2023-03-14
- Finding
  - Evidence: Staff demonstrated good safeguarding knowledge and safe recruitment practices were in place
  - Published: 2023-03-14
- Finding
  - Evidence: Sufficient staffing levels with travel time between calls and systems to monitor late or missed visits
  - Published: 2023-03-14
- **communication_with_families** _(minor)_
  - Evidence: Staff told us they would benefit from having face to face staff meetings which were not currently taking place.
  - Published: 2023-03-14
- **record_keeping** _(minor)_
  - Evidence: Complaints responded to were not always being recorded centrally. The registered manager told us they would address this.
  - Published: 2023-03-14
- **governance** _(moderate)_
  - Evidence: Audits were not always picking up on the shortfalls on lack of personalised risk assessments and the completion of incident reports.
  - Published: 2023-03-14

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-03-14
- Finding
  - Meeting people's communication needs
  - Published: 2023-03-14
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences; End of life care and support
  - Published: 2023-03-14

### safe

- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-03-14
- Finding
  - Preventing and controlling infection; Using medicines safely
  - Published: 2023-03-14
- Finding
  - Staffing and recruitment
  - Published: 2023-03-14
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-03-14

### well_led

- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-03-14
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-03-14
- Finding
  - Engaging and involving people using the service, the public and staff; Continuous learning and improving care
  - Published: 2023-03-14
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-03-14

## 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/1-12247986062

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