You are here

Community Careline Services Good

Inspection Summary

Overall summary & rating


Updated 21 June 2018

This inspection took place on 9 and 11 May 2018 and was announced.

Community Careline Services (CCS) is a domiciliary care agency providing personal care to people in their own homes. It provides a service to adults and older people. When we inspected the service the service were supporting approximately 50 people across the borough of Rochdale.

The service had a registered manager who was present during the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

During the last inspection of Community Careline Services in January 2016 we found there was a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. This was because the Medicine Administration Records (MAR) did not contain all the prescribing directions to help ensure people received their medicines as prescribed, guidance was not in place to guide staff where variable dose or ‘as required’ medicines had been prescribed, and the medicines policy was out of date. Following that inspection the provider sent us an action plan informing us that they had taken action to ensure the Regulations had been met. During this inspection we found the provider had complied with the previously breached Regulations. Systems had been put into place to ensure all pain relief medicines were documented with dosage and prescribing times; the medicine policy had been updated and all staff were made aware of the level of support and documentation required when offering pain relief. The service was no longer in breach of this regulation and we found that all other regulations were being met.

People supported by Community Careline Services told us that they felt safe with the service. They said that staff understood and respected their need for security, and ensured that the items they would need when staff left their property were easily accessible. Staff demonstrated a good understanding of the risk of abuse, and took steps to ensure people felt safe in their own homes. Risks were evaluated and assessed in line with the people they supported taking their abilities, preferences and capacity into consideration.

There were enough staff. Safe recruitment procedures ensured that people were protected from unsuitable staff, and we saw that staff were employed in small teams which ensured that people supported by Community Careline services had consistent help and support from people they knew. The staff showed us that they knew the people they supported well and were knowledgeable about their needs. There was a low rate of staff turnover, and we saw that training opportunities helped people who worked for Community Careline Services to develop their skills and improve their knowledge.

We saw that staff had access to supervision and yearly appraisal but the service would benefit from more regular spot checks to ensure that staff worked in accordance with current best practice.

Care was delivered in a person centred way by caring and patient staff; people told us that they were made to feel like they mattered. Staff understood issues around capacity and consent, and people told us that their consent was always sought. Care and support was planned around people’s needs and there was a degree of flexibility in how visits were planned to allow for people’s changing circumstances and social activity.

Care records were comprehensive and gave a good indication of people’s needs and how they liked them to be met. People were involved in reviews of their support and they influenced how their care was delivered. Dietary needs and health concerns were considered and taken into account when planning and delivering services. There was evidence of co-operation with health profe

Inspection areas



Updated 21 June 2018

The service was safe.

Suitable arrangements were in place to help safeguard people from abuse.

People were supported by consistent staff who knew them well and had been safely recruited.

Care records informed staff how to minimise risks in relation to people�s health and wellbeing and assessments were undertaken around risks associated with general safety issues within people's homes.



Updated 21 June 2018

The service was effective.

Staff were well trained and were knowledgeable about people�s needs.

The service co-operated with health and social care professionals to ensure people�s needs were met in a timely manner.

People told us that staff always offered choice and asked for consent before providing support.



Updated 21 June 2018

The service was caring.

Care was person centred and focussed on the individuality of each person who used the service.

Staff were not rushed and spent time listening to people who used the service, and assisting them with day to day tasks.

People�s privacy and dignity were respected.



Updated 21 June 2018

The service was responsive.

People received the care and support they needed and were looked after in the way they liked.

The person was kept at the heart of all that happened.

Care plans reflected people�s needs whist encouraging their independence.

The service acted to resolve and learn from complaints.



Updated 21 June 2018

The service was well led.

The service had a manager who was registered with the Care Quality Commission (CQC).

Systems were in place to assess and monitor the quality of service provision, and the service had developed good systems to audit the quality of care provision.

The manager and registered provider understood their legal obligation to inform CQC of any incidents that had occurred at the service.