The Care Quality Commission
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  • Homecare service

Archived: Carewatch (Croydon & Sutton)

Overall: Good read more about inspection ratings

1st Floor Temple Chambers, 2 Robert Street, Croydon, Surrey, CR0 1QQ (020) 8688 8861

Provided and run by:
Kaizen Healthcare Limited

All Inspections

10th & 11th March 2014

During a routine inspection

This inspection took place on 10 and 11 March 2015 and was announced. We told the provider two days before our visit that we would be coming.

Carewatch (Croydon & Sutton) provides help and personal care to people in their own homes. At the time of our inspection 115 people were receiving care and support from this service. At our last inspection in August 2013 Carewatch (Croydon & Sutton) was meeting the regulations inspected.

The service had 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 and their relatives told us they felt safe and that staff treated them well. There were processes in place to help make sure people were protected from the risk of abuse and staff were aware of safeguarding vulnerable adult’s procedures and understood how to safeguard the people they supported.

Staff were up to date with training and the service followed appropriate recruitment practices.

People’s individual risk was assessed to help keep them safe. Care records and risk assessments were regularly reviewed. Staff supported people to attend appointments and liaised with their GP and other healthcare professionals to help meet their health needs.

People were asked about their food and drink choices and staff assisted them with their meals when required. People were supported to take their medicine when they needed it.

People and their relatives thought staff were caring and respectful. Staff knew the people they were supporting and provided a personalised service for them. Staff explained the methods they used to help maintain people’s privacy and dignity.

People and their relatives told us they would complain if they needed to, they all knew who the manager was and felt comfortable speaking with her about any problems.

People were contacted regularly to make sure they were happy with the service. Senior staff carried out spot checks to review the quality of the care provided.

13 June 2013

During a routine inspection

At this inspection we spoke with the deputy manager, the care co-ordinator, the recruitment and training manager and to the director of Carewatch. We also spoke with five people who used the domiciliary care services and to three relatives of people who used these services.

The people we spoke with said that they were very happy with Carewatch's services. They told us that they all had been provided with sufficient information about the services to make a decision as to whether they wanted to use them or not. They also told us that they had been assessed before a service was provided and that they had a care plan that set out the care and support they received. People said that they felt safe with their care workers and that they always wore their identity badges.

People said that their care workers were reliable, kind and courteous, always respectful and on time. They said that the office always let them know if their care worker was to be late. People knew how to make a complaint however the people we spoke to said they had never needed to do so.

19 December 2012

During a routine inspection

The people we spoke with about the services they received from Carewatch Croydon and Sutton said that they were happy with their services. They told us that they all had been provided with sufficient information about the services to make a decision as to whether they wanted to use them or not. They also told us that they had been assessed before a service was provided and that they had a care plan that set out the care and support they had received. People said that they felt safe with their care workers and that they always wore their identity badges.

People said that their care workers were reliable, kind and courteous, always respectful and generally on time. They said that the office always let them know if their care worker was to be late. All the people we spoke to were happy with the services they received. They all knew how to make a complaint but the people we spoke to said they had never needed to do so.

14 March 2012

During a routine inspection

The people who use this service told us that they like to be called service users.

Overall, we have found that Carewatch Croydon meets the essential standards but to maintain this we have suggested that some improvements are made. Please see main report for this information.