Background to this inspection
Updated
28 March 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
One inspector and two experts by experience carried out this inspection. 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.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was unannounced.
Inspection activity started on 25 February 2020 and ended on 2 March 2020. We visited the office location on 25 February 2020.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from Middlesbrough and Redcar & Cleveland local authority commissioning teams. 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.
During the inspection
We spoke with 32 people who used the service and three relatives over the telephone about their experience of the care provided. We spoke with 10 members of staff including the regional manager, registered manager, a care coordinator and seven care staff.
We reviewed a range of records. This included seven people’s care records. We looked at three staff files in relation to recruitment and induction and a further three staff files in relation to supervision, appraisal and training. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
28 March 2020
About the service
Careline Homecare Middlesbrough is a domiciliary care service providing personal care to people living in their own homes in Middlesbrough and Redcar and Cleveland.
The service supported young adults and older adults who lived with a mental health condition, learning disability, physical disability or who needed support at the end of their life. In addition, the service also provided a rapid response service. This meant the service supported people who were leaving hospital or a care home or where an existing care package may have broken down. A package of support was put in place the same day.
At inspection 214 people were using the service. 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. At the time of inspection 194 people received personal care.
People’s experience of using this service and what we found
People received safe care from staff who knew their needs very well. Risks to people were well managed and staff were responsive when people’s needs changed. People received their calls on time and staff stayed for the full amount of time. One person said, “The best thing about the service is the consistency.”
There were mixed reviews about the knowledge and skills needed to provide effective support to people. The registered manager was reviewing this following feedback during inspection. People were supported with their health and well-being. Recommendations from health professionals had been followed.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People and staff thought highly of each other. Comments included, “Care workers are very considerate. They are very kind. I could not wish for better.” And, “Care workers make the service marvellous.” People said staff went the ‘extra mile.’ Staff supported people to be as independent as possible and respected their choices, beliefs and values.
People received care which was central to their individual needs. Care records supported staff to deliver care which met people’s needs. A recent vintage tea party organised by the service supported people with their social contact. People said they felt able to raise a concern and were confident it would be addressed.
Leaders had the right skills and knowledge to deliver a safe service. A positive culture supported an open and transparent service. Quality assurance measures had led to continual change at the service. People said the service was good. Comments included, “It’s a good service. A very caring service.” And, “Everything is spot on.”
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was good (published 14 August 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.