Background to this inspection
Updated
16 February 2021
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.
As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.
Inspection team
The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Notice of inspection
This inspection took place on 28 January 2021 and was announced. We gave a short notice period of the inspection. This was because it is a domiciliary care service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We used all of this information to plan our inspection.
During the inspection
We spoke with 13 people who used the service about their experience of the care provided. We spoke with the registered manager. A variety of records relating to the management of the service, including training data, quality assurance records and policies and procedures were reviewed.
After the inspection
We contacted 10 members of staff by email after the inspection to seek their feedback on infection control procedures and staffing. We received feedback from five members of staff.
Updated
16 February 2021
About the service
Careline Homecare (Newcastle) is a domiciliary care agency. It provides personal care to older and people and people with disabilities living in their own homes.
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. There were 60 people receiving personal care at the time of the inspection.
People’s experience of using this service and what we found
People received high quality, individualised care from an exceptionally well-led service. The registered manager was passionate and proactive in following best practice, continuously improving and engaging with people, relatives and staff.
The registered manager was innovative in introducing new ways of working. They were dedicated to making sure people received the best care they could and worked closely with the local authority and other organisations to influence and improve the delivery of adult social care.
People received personalised support. People’s needs were assessed and care was planned to meet their preferences and choices. Staff were given very detailed information to support people. The service was reliable. Staff were punctual and had always attended planned visits.
People were supported by a small team of consistent staff. People told us they were very happy with their staff team. Staff demonstrated caring values. People told us staff treated them with respect, were friendly and considerate.
The service was safe. Staff understood the risks people faced and took steps to minimise them. Staff recognised the signs of abuse and reported their concerns to the registered manager. Medicines were well- managed, and staff minimised infection control risks.
There were enough staff employed to manage the service safely and effectively. Staff undertook a training programme which helped them to provide high quality care to people. Their skills and understanding were regularly checked to make sure they had the knowledge and values to deliver people with safe and compassionate care.
People had achieved positive outcomes through good support from staff. Staff supported people to access external healthcare professionals whenever they were needed.
People were supported to have maximum choice and control of their lives and were supported in the least restrictive way possible. Staff assisted people to regain or maintain their independence wherever their ability allowed.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 22 February 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.