10 May 2016
During a routine inspection
Lifeline Glastonbury is a home care agency, which provides personal care to people living in Glastonbury, Wells, Shepton Mallett and surrounding area. At the time of our inspection there were 75 people receiving support from the agency.
The agency had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.’
People spoke of receiving a safe service. The service identified potential risks to people’s health and welfare and took actions to minimise those risks.
One person told us “I can find no faults with the service and trust the carers.”
Staff demonstrated an understanding of how to identify and protect people from abuse. They were confident in reporting any concerns and their manager responding positively. The registered manager had acted professionally in responding to concerns about possible abuse.
People received care from a team of between two to six regular care workers dependant on the visits they received. All of the people we spoke with confirmed how they received the same care workers. One person told us, “I always know who is coming and I always know them and they know me that is one of the good things.”
People received the care they expected and at the time they expected. This was assured through having a call monitoring system that provided evidence of the length of time care workers stayed in people’s homes providing care.
The agency undertook recruitment checks to ensure people were of good character and suitable to work with vulnerable people.
Where people required support or assistance with medicines this was provided in a safe way by trained staff.
People told us they felt care works knew what to do and were confident in providing support and care. One person said, “They always appear well trained in what they do.” Staff reported receiving “Very good training.” However some staff said they would benefit from training about specific physical conditions such as multiple sclerosis and strokes.
The agency had involved specialists and community nurses in providing training so care workers could meet people’s needs safely and effectively.
People’s preferences particularly regarding having a male or only female care workers were respected.
The agency met the required of the Mental Capacity Act 2005 through ensuring people, where able, consented to their care arrangements and people’s rights were protected because the correct procedures were followed whey they lacked capacity to make decisions.
People were treated with respect and described care workers as “Caring and kind,” and Very courteous and helpful.” and “Go above and beyond”. A relative said how the service was provided with “Care and compassion.”
People had the opportunity to review their care arrangements and make any changes which were needed. One person said, “It is all very good if I need anything different I just have to say.” Staff identified where people had particular needs for example related to their health and responded to those needs to ensure they were addressed.
People needs were assessed before starting to receive a service to ensure the agency could be responsive and effective in meeting needs.
Care plans provided a person centred approach to supporting people. People’s differences and diversity were recognised and care tailored to people’s specific needs.
The service promoted a culture whereby people were enabled to voice any concerns informally or through the agencies complaints procedure and be confident they would be heard.
There were arrangements to monitor and audit the quality of the service and make improvements and learn from incidents and concerns to improve practice.
People benefitted from a culture that promoted respect and the need to provide a compassionate and caring service.