18 November and 3 December 2015
During a routine inspection
This inspection took place at the agency’s office on 18 November and 3 December 2015 and was announced. In between these times we spoke with people using the service and professionals working with the service. The provider was given short notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.
Community Careline Services provides personal care to approximately 60 people who need assistance in their own homes. The provider, Anne Gray Care Limited has appointed a registered manager. 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.
People felt safe and supported by staff in their homes. Staff were reliable and did not miss visits; staff stayed their allotted time. Staff helped keep people safe because they knew their responsibility to report abuse in a timely manner.
People were supported by regular staff who understood their care needs. This made them feel safe and reassured. They knew who to expect on each visit and the staff group was stable so people received consistent care from staff who knew them well. Comments included “your cheery visits have lifted our spirits.”
People praised the caring attitude of staff. People told us the care staff were “very good...they would do anything for me”, “the girls are very good” and “they have always been very good to me.” Our conversations with staff confirmed they had a caring and compassionate manner.
The registered manager was committed to providing flexible care, which was responsive to people’s changing needs. There was good communication with health and social care professionals. Staff knew when to report concerns and changes to people’s health and well-being, which was also a topic covered in team meetings. People were confident staff would support them to contact health professionals, if needed.
People, social care professionals and staff said the registered manager and office staff were “friendly”, “professional” and happy to help them. Staff told us they had the right skills to deliver safe and good quality care. This was because they were supported by an induction and training programme, which was supplemented by supervision and team meetings. For example, one staff member said they would never work for another care agency because they did not believe they could be better treated or supported.
A number of effective methods were used to assess the quality and safety of the service provided. The service was well-led by a registered manager who provided a strong positive role. This meant staff were well supported, social care professionals trusted the service and people using the service felt respected, listened to and well cared for.