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Carlene Home Care Services Good

Inspection Summary

Overall summary & rating


Updated 4 September 2018

The inspection took place on 31 July 2018 and was announced. The last inspection of the service was in July 2013. At that time there were no people using the service.

Carlene Home Care Service is a domiciliary care agency and provides personal care to people living in their own houses and flats in the community. It provides a service to adults with and learning disabilities and autistic spectrum disorders.

Not everyone using Carlene Homecare receives regulated activity. CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. There were two people receiving personal care at the time of the inspection.

There was a registered manager in post. 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. Relatives and staff spoke positively of the leadership and management of the service.

The registered manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The support people received had been developed and designed in line with the values that underpin the Building the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with a learning disability were supported to live as ordinary a life as any citizen. People’s choices and preferences were fully respected. Staff treated people in a kind, caring and dignified manner. Staff understood people’s individual communication needs and made appropriate adjustments to aid effective communication.

Assessments of people's care and support needs were carried out before they started using the service. Their care and support were reviewed on a regular basis to ensure their needs continued to be met by staff. People's care files included assessments relating to their dietary support needs. Staff supported people to maintain a balanced diet and monitor their nutritional health.

Staff worked in partnership with health care professionals which helped improve the outcomes of people's health and well-being. Staff made referrals to health care professionals when people's care needs changed. Medicines were managed appropriately and people received their medicines as prescribed by health care professionals.

Safe recruitment procedures were followed before new staff were appointed. Appropriate checks were undertaken to ensure staff were of good character and were suitable for their role. Staff completed an induction when they started to work for the provider. Staff had the necessary skills, knowledge and experience to support people safely and effectively in their own homes. There was enough staff available to meet people's care and support needs.

Staff received training in infection control and they were aware of the steps to take to reduce the risk of the spread of infections. Staff had an ample supply of personal protective equipment (PPE) such as gloves and aprons.

Risks to people had been assessed and reviewed regularly to ensure their needs were safely met. Accidents and incidents were recorded and monitored. The service had safeguarding and whistle-blowing procedures in place. Staff had received safeguarding training and understood their responsibilities to report any concerns and incidents of alleged abuse.

People and their relatives could raise concerns and appropriate action was taken by the service to resolve their concerns. The

Inspection areas



Updated 4 September 2018

The service was safe.

Staff knew how to identify abuse and report any concerns.

There were systems in place to record, review and monitor accident and incidents.

Risks to people had been assessed and reviewed regularly to ensure their needs were safely met.

There were enough staff deployed to meet people�s care and support needs.

There was a robust recruitment process in place to ensure suitable staff were recruited.

Staff ensured that people managed their medicines safely.



Updated 4 September 2018

The service was effective.

People had their needs and choices assessed by the registered manager.

The registered manager understood the requirements of the Mental Capacity Act (MCA). Staff obtained consent from people receiving care and support.

Staff had an induction, training and supervision to support them in their role.

Staff supported people to eat and drink enough to maintain a healthy and balanced diet.

People were promptly referred to health care professionals and supported with their health care needs.



Updated 4 September 2018

The service was caring.

Staff were caring and treated people with respect.

People and their relatives were fully involved in their care planning.



Updated 4 September 2018

The service was responsive.

People�s care plans were personalised and clearly identified their care and support needs. This enabled staff to provide person-centred care.

People were encouraged to maintain their independence as much as possible.

People and their relatives knew how to raise any concerns. The provider had an appropriate system in place to receive, investigate and respond to complaints.



Updated 4 September 2018

The service was well-led.

People were encouraged to provide feedback about the care and support they received.

The provider used the learning from quality assurance audits as an opportunity to improve the service.

People�s records and records relating to the management of the service were detailed, well organised and up to date.