# Caremark (Kingston)

*Operated by Carlcare Limited.*

Caremark (Kingston) is a CQC-regulated home-care agency in Kingston Upon Thames.

## CQC Ratings

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

Rating published: 10/11/2023

## Practical info

- Postcode: KT2 7PW
- Registered manager: Douglas, Linda
- Local authority: Kingston upon Thames
- Region: London
- City: Kingston Upon Thames
- Last CQC check: 10/Nov/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-11-10
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-11-10
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-11-10

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-11-10
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-11-10
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-11-10
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-11-10
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-11-10
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-11-10

### Other

- Finding
  - Evidence: Accessible Information Standard followed with easy-to-understand written information provided for people and families.
  - Published: 2023-11-10
- Finding
  - Evidence: Complaints system was robust, regularly monitored, and used as a learning tool.
  - Published: 2023-11-10
- Finding
  - Evidence: Person-centred care planning involved people and relatives in assessments, reviews, and decisions about their care.
  - Published: 2023-11-10
- Finding
  - Evidence: Comprehensive quality assurance system with key performance indicators, regular audits, and continuous improvement processes.
  - Published: 2023-11-10
- Finding
  - Evidence: Effective working partnerships with GPs, district nurses, and other healthcare professionals supported joined-up care.
  - Published: 2023-11-10
- Finding
  - Evidence: Open and inclusive culture with clear leadership, approachable management, and strong staff retention (one staff member noted 12 years of service).
  - Published: 2023-11-10
- Finding
  - Evidence: Medicines records were regularly audited, fully completed, and up to date with staff trained and refreshed in administration.
  - Published: 2023-11-10

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-11-10
- Finding
  - Meeting people's communication needs
  - Published: 2023-11-10
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-11-10

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-11-10
- Finding
  - Preventing and controlling infection
  - Published: 2023-11-10
- Finding
  - Using medicines safely
  - Published: 2023-11-10
- Finding
  - Staffing and recruitment
  - Published: 2023-11-10
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-11-10
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-11-10

### well_led

- Finding
  - Continuous learning and improving care
  - Published: 2023-11-10
- Finding
  - Engaging and involving people using the service, the public and staff; working in partnership with others
  - Published: 2023-11-10
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-11-10
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-11-10
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-11-10

## 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/1-2431064151

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