The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Passhall Limited trading as First Call Healthcare (Sale)

First Call House, 74-76 Cross Street, Sale, Cheshire, M33 7AN (0161) 962 4644

Provided and run by:
Passhall Limited

All Inspections

7 November 2013

During a routine inspection

As part of our inspection we spoke with the registered manager, care co-ordinator, three members of staff, four people who used the service and a relative. We also looked at documentation including care plans, staff personnel files and policies and procedures.

Overall, people told us they were happy with the care they received from staff at First Call Healthcare. As part of our inspection we spoke to four people who used the service. Comments from people included; 'They are very good, and I have a very good carer. The carer washes my legs and gives me my medication when I need it' and 'Fantastic. They never let me down. I trust them 100%' and 'The staff are nice and we get on well. I can change my visit times if I want if I have an appointment somewhere else'. A relative also said to us; ' My 'x' is really happy with care provided. 'X' can confide in the staff. They do everything they should in the care plan and more. They always ask 'x' what she would like'.

We looked at the systems in place to ensure people were able to provide consent to the care they received and found there were suitable measures in place.

We looked at the recruitment procedures in place to ensure staff were recruited safely and found CRB checks had been undertaken for all staff as well as references sought from previous employers.

We found there were systems in place to monitor the quality of service provision. This was done with the use of audits, surveys and regular spot checks for carers.

10 August 2012

During a routine inspection

At the time of our inspection visit First Call was providing a personal care service to approximately 190 people and employed approximately 80 staff. Following our visit to their office, we made telephone contact with five people using the service, we visited one person in their own home with the manager and we spoke with six members of staff.

We asked the people we spoke with their views on the quality of the service provided by First Call Healthcare. People using the service told us that they were satisfied with the quality of care and support provided. They told us that they had excellent relationships with care staff and described them as knowledgeable, respectful and excellent.They told us that the staff respected them as individuals and their privacy and dignity was always met. One person who used the service told us: "I feel that some of the staff are exceptional, some of them have worked in hospitals and they are very knowledgeable. I have no complaints about them at all.'

People told us they felt the staff provided the care and support in a safe manner. People who used the service knew who to contact if they had any concerns and they told us they were confident that any concerns raised would be dealt with appropriately.