The Care Quality Commission
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Archived: 360 Healthcare Limited - 360 Healthcare (Durham office)

The Old Bank, Newmarket Street, Consett, County Durham, DH8 5LQ (01207) 588360

Provided and run by:
360 Healthcare Limited

Important: This service was previously registered at a different address - see old profile

All Inspections

6, 20 March 2014

During a routine inspection

In this report the name of a registered manager appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a registered manager on our register at the time.

When we spoke with people they told us they could express their views, and were involved in making decisions about their care, treatment and support needs. They told us their views and preferences were taken into account about the way their care was delivered. One person said, 'If there is anything else I need that I think they can do I only have to ask.' People told us they had no complaints about the service and described their carers' as 'very nice' and 'very good'. Another person told us, 'They offer choices, tea or coffee and always put a drink of juice out which I like for during the day as I am not supposed to go in the kitchen anymore.'

We found the staff were aware of how to raise concerns if they thought a person was a risk of abuse. However we found the provider did not have in place an adequate system for recording, reviewing and monitoring safeguarding concerns and had not taken immediate action when allegations had been raised.

30 May 2013

During a routine inspection

We saw the provider had introduced an electronic call monitoring system in order to monitor when calls to people were made and whether they occurred at the correct time and for the correct duration. We saw that the number of late calls (those more than 15 minutes after their scheduled time) had reduced.

We found the provider had significantly improved its records in relation to the administration of medication. We also found the provider undertook a range of audits to monitor its service provision. In addition the provider consulted with people who used the service.

5 October 2012

During a routine inspection

We spoke with six people as part of our inspection. Everyone told us the staff treated them with respect and were always polite and caring. One person said 'Very good service; I've never been happier'. Another said 'I often get different carers but they're all very kind and helpful.'

Whilst some people told us they usually had the same staff team coming to their home most people said their carers changed on a frequent basis. Comments included, 'We've no complaints about the carers but we've had forty or fifty different carers in the last eighteen months" , 'The carers chop and change' and 'I often get different carers but they're all very kind and helpful.'

People told us their privacy and dignity was maintained as far as possible. Comments included, 'I look forward to them coming in; someone to chat to for half an hour."

Most people we spoke with expressed satisfaction and were happy with the care provided. One person told us 'I've had very little trouble at all." Another said, 'Most of the carers are very good; very polite and very cheerful. I have no issues with the quality of care.'

One person, a relative of a person using the service, said 'They don't call at regular times. He's (her relative) registered for fifteen minutes but they rarely stay for more than five; sometimes literally two minutes.' Another person said, 'I don't think 360 knows the meaning of a rota but they're not often late.' Another relative commented, 'The carers don't have any travel time so they're not always on time; they can be twenty minutes late but they always stay for the correct amount of time. Occasionally the office ring to say the carer will be late, but not always.'

Other comments included, 'They ring you if they're going to be late; I'm very happy' and 'Sometimes one carer turns up when it takes two to move me. The office don't seem to know their left hand from their right' and 'I have no complaints whatsoever. The girls are lovely. They are very very kind.'

During a routine inspection

This report was based on written information sent to CQC by the provider.

We call this information provider compliance assessment (PCA)

This means that CQC did not carry out a site visit or have the opportunity to meet and talk with people who used the service. This report was completed on 16/05/2011. This report has been re-issued because the original report was sent to the wrong location within the organisation.