Our current view of the service
Updated
10 February 2025
Date of assessment: 12 February to 17 March 2025.
The service is a care at home service providing support to older people and younger adults. At the time of inspection there were 136 people receiving the regulated activity. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. This was an announced inspection. A registered manager was in post. People, relatives and staff spoke positively about the service, management and people they cared for. People were treated with kindness and compassion. There were sufficient trained staff who worked well with other professionals to ensure people's needs were met. Although most people and relatives told us they received timely and consistent care from staff they knew, some improvements were needed to the roster management system to ensure all people experienced the same continuity of care. Risks to people had been assessed and information was available to help mitigate risks as far as possible. However, improvements were needed to care records, to ensure they provided detailed guidance for staff to deliver consistent and person-centred care. Medicines were not always managed safely. Improvements were needed to medicine records and to some medicine assessments and support plans. Staff made sure people understood and were involved in decisions about their care and treatment. Staff and leaders demonstrated a listening culture and were open to learning and improvements. A governance system was in place. However, it needed to be more effective with more frequent audits, to ensure and maintain the quality and safety of service provision.
People's experience of the service
Updated
10 February 2025
We received positive comments from relatives and people about the kindliness and patience of staff. Their comments included, “Staff are very kind and always smiling”, “Wonderful and helpful”, “Great service from Careline" , “I feel so well looked after by them [staff], it is just the way they make me feel”, “Staff make my day a bit happier. I look forward to them coming.” People and staff were positive about the open culture of the service, they all said they were listened to, any concerns were addressed. Their comments included, “I really feel staff listen and don’t just think oh dear another moaner” and “No complaints as they are superb.” Some people and relatives told us they did not always receive consistent care from staff they knew, and they were not informed if calls were late. Comments included, “Better timings would be good or I would like a schedule so that I know who is coming and when” and “I do get some different staff, I do wish they would wear name badges, the new ones are not introduced to me and I have to tell them what to.” Records provided some guidance to staff to ensure people received the support they needed. However, some people and relatives commented that not all staff knew people’s care and support needs. Their comments included, “I would say that more training is needed for the new staff”, “Some staff are very efficient and others not so much”, “Staff are all patient and kind towards me but I do wish sometimes that the new ones could be informed a bit more about what my needs are”, “I feel the new staff need to take more care and check what actually needs to be done” and “My only complaint is that sometimes I get a carer who does not know what to do.” People and their relatives told us they were safe. Their comments included, “[Name] is definitely safe with all the staff, they are absolutely lovely and trustworthy” and “I feel completely safe with the carers, and I trust them to keep me safe.” People were supported to make choices.