Careline Homecare (Newcastle)

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives were very positive about the caring nature of the organisation and staff. Their comments included, “Staff are very patient and friendly, we cannot say a bad word about them”, “Staff are good conversationalists”, “Staff listen to me and make me a cuppa” and “If the carers finish early, we chat about football and putting the world to rights.”

Staff treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. A person commented, “Staff are all patient and caring towards me. I am listened to and staff have always explained everything to me so that I am always aware of what is happening.”

Staff at the service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being. People were supported to achieve independence with the support from staff. People were enabled to make choices, and we saw staff respected these. A person commented, “Staff take me out for coffee.”

Staff at the service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person told us, “I rang about not receiving my prescription, I was really worried, but the office staff said don’t worry, they rang my chemist, and I got my prescription within 2 hours which they brought round, marvellous, just marvellous.” An on call-service operated, when the office was closed. A person commented, “If I need to call the office they always answer quickly, even if it is out of hours.”

The service cared about and promoted the well-being of their staff, and supported and enabled staff to always deliver person-centred care. Staff provided very positive feedback about their experience of working at the service. They all said the registered manager was very accessible and supportive. Staff told us they were able to ask for reasonable adjustments to be made to their working patterns for specific needs, for example to incorporate family commitments.