The Care Quality Commission
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Archived: Community Careline Services (Havering) Limited

Orion House, Bryant Avenue, Harold Wood, Romford, Essex, RM3 0AP (01708) 386724

Provided and run by:
Community Careline Services (Havering) Limited

All Inspections

3 February 2014

During a routine inspection

People we spoke with told us they were respected and well cared for. We found the service treated people using the service as individuals and checked with them how they liked things to be done. People were involved in making decisions about their care.

Care was planned and delivered in a way that ensured people's safety and welfare. Positive comments we received about the care people received included ‘we’re very impressed, they’ve delivered exactly what they promised us, in a kind, reliable and professional manner,' and ‘they are very good, helpful and knowledgeable girls. I have no complaints at all.’

People who used the service were protected from the risk of abuse. There was a safeguarding policy in place for the protection of adults. All staff had attended training in safeguarding.

Staff received appropriate professional development. None of the people we spoke with had any concerns about the skills and competence of their care workers. One person said ‘the carers are trained to a high level and that gives me peace of mind when they are looking after my husband.’ Another person said ‘I don’t worry about my wife when they are here, as I think they know what they are doing.’

People had their comments and complaints listened to and acted on, without the fear they would be discriminated against for making a complaint. The service had effective systems in place to regularly assess and monitor the quality of services people received.

27 February 2013

During a routine inspection

We have not to been able to speak to people using the service because we were unable to contact them. We gathered evidence of their experiences of the service by reviewing their feedback from surveys. The feedback included “I find the service provided excellent” and , “outstanding service, your staff are a credit to you”. A few were not impressed with the time-keeping of staff; “sometimes a carer is late and does not call to advise why or how long they might be, this can be stressful”, one among others had commented. We saw that most comments were positive about the service provided, and the provider was responding to people’s concerns.

People received safe care that was focused on their individual needs and, any potential risks and how these would be managed. Regular reviews of care ensured all care provision reflected each individual’s changing care needs.

Staff demonstrated that they understood aspects of the safeguarding process relevant to them. They told us they were well supported by the management and were aware of their limitations but confident to approach managers when they needed to.

The provider had systems to monitor the quality of the service.

10 October 2011

During a routine inspection

People who use the service spoke very positively about the care they receive from the agency. An individual said 'I am quite happy with the agency. They always let me know if somebody different is coming in or if my regular carer is going on holiday. The service is fine.' Another person said 'The carers are all very nice. I have had no need to complain and the carers tell me if they are going away.' A relative spoken to said that 'At the moment we cannot fault the quality of care. In short the care is brilliant. My loved one gets on well with the carers and they have a laugh together. They are kind and gentle.' Another individual said 'The care staff are brilliant. The care has been perfect. We have been receiving care for about a year now and the carers are very good.' 'I am very happy with the service and always have been. So far I have been fortunate as I really get on with my carers. We have a laugh and giggle together.'

Most people spoken to informed us that they received a flexible, consistent and reliable service, which was to their satisfaction. However, two people we spoke to informed us that although they could not fault the quality of care, the times that carers arrived needed to be improved. A relative said, 'We cannot fault the quality of care but often the carers are late. Sometimes up to one and a half hours late. The consequence of this is that my loved one's medication is administered late, which effects their health, as they can become very unstable. We have contacted the office about this and things were better for a few months but they have gone back to how they were.' Another relative spoken to said, 'The times of carers arriving varies and is inconsistent. We sometimes get carers arriving too early or too late. We have mentioned it to the office but are given reasons like they have taken on more clients and carers have to fit them all in. The issue has not been resolved. But the carers are caring and polite and they do a great job.'

The agency is fully staffed and people using the service made very positive comments regarding care staff and the care provided by them. A relative informed us that, 'The staff are brilliant.' The agency had received a high number of compliments which praised care workers and thanked them for their support. A person using the service said, 'My carer does everything, she is very good. They check if I take my medication and write everything down. The service is fine.' 'I have been with the agency for seven years and I have never had the need to complain. Most of them are very nice girls' said another person using the service.