Community Careline NWL Ltd

Updated 21 January 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.

The inspection team

The inspection team consisted of two inspectors.

Service and service type

Community Careline NWL Ltd is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to older people, people with physical disabilities, mental health, eating disorders and people who are living with dementia.

The service had a registered 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

We gave the service 48 hours' notice of the inspection visit because the manager was often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Inspection activity commenced on 25 November 2019 when we telephoned people and relatives. We visited the registered office on 26 November 2019 and completed our telephone calls to people, relatives and staff on 27 November 2019.

What we did before the inspection

We reviewed the information we held about the service and spoke with local authority commissioners to gain their views about the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We telephoned five people and two relatives of people who used the service. We also visited two people in their own homes. We met with the registered manager, the nominated individual and spoke with three care staff. We reviewed a range of records at the service office. This included the care records for three people who received personal care and four staff files in relation to recruitment and staff training. We also looked at a range of records relating to the management of the service.

Updated 21 January 2020

About the service

Community Careline NWL Ltd is a domiciliary care agency. It provides personal care to people living in their own homes and flats in the community in Leicestershire. It provides a service to older people, people with physical disabilities, mental health, eating disorders and people who are living with dementia.

Not everyone using this service received a regulated activity; CQC only inspects the service being received by people provided with 'personal care', help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection there were 75 people using the service.

People's experience of using this service and what we found

Risks that people faced had been assessed and those identified were safely managed. They were supported by a small team of staff who they knew well. The registered manager checked new staff to ensure they were suitable to work in people's homes. Staff showed a good understanding of their roles and responsibilities of keeping people safe from harm. Medicines were managed safely.

People were supported by staff who had completed the relevant training to give them the skills and knowledge they needed to meet their needs. People were supported to have sufficient amounts to eat and drink and were protected against the risk of poor nutrition. Staff supported people to maintain their health and well-being. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff treated people in a kind and caring way. People and relatives valued the service and the support the staff provided. Staff treated people with respect and helped them to maintain their independence and dignity.

People and those important to them were at the centre of the assessment and care planning process. People were supported to express their wishes and preferences regarding their care and staff provided personalised care. People and relatives were confident to raise concerns and complaints and these were listened to, resolved and used to drive improvements in the service.

The provider had systems in place to monitor the quality of the service to ensure people received good care. People, relatives and staff were given the opportunity to feedback on their experience of the service and contribute to the improvement and development of the service.

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 2 June 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 reinspection programme. If we receive any concerning information we may inspect sooner.