The Care Quality Commission

Archived: Care Help Line (Solihull) Limited

58a Warwick Road, Olton, Solihull, West Midlands, B92 7JJ (0121) 708 2999

Provided and run by:
Care Help-Line (Solihull) Limited

All Inspections

During a check to make sure that the improvements required had been made

Following our inspection of Care Help Line on 29 October 2012 we asked the provider to ensure that all staff received regular supervision. This was because the records we looked at showed that staff were not being supported and monitored by having regular supervision. We asked the provider to send us a report explaining what action they had taken to become compliant with Regulation 21, Requirements relating to workers.

The report from the provider told us that a system for ensuring regular supervision had been put in place. They told us that all staff had regular and recorded three monthly supervisions in addition to existing work-based monitoring. They told us supervision appointments were now recorded on a shared calendar to ensure no-one was missed off. Reminders were to sent to staff prior to appointments and copies of the supervision records were sent to staff afterwards.

They told us a mechanism was in place to look back through previous supervisions to ensure that appropriate action has been taken.

The report from the provider showed that appropriate action had been taken to ensure that regular supervision was taking place.

We spoke with a member of staff by telephone on 22 February and they told us the new system was ensuring that regular supervision was now taking place for them and for all staff.

29 October 2012

During a routine inspection

We visited the service without letting anyone know in advance. We spoke with seven staff on the day of our visit. We also spoke with the manager in the latter part of our visit. As part of our visit, we spoke by telephone with four people who used the service. We looked at computerised records which detailed what support people required and received, and records of incidents and concerns that had arisen.

The four people we spoke with were very positive about the service. One person told us they were very happy with the support they received, 'Very good, they know what to do, familiar faces'. One person said they initially had problems with staff changing constantly, but they had spoken with the manager and this was resolved. One person said that their relative received a good service from a familiar staff member in the morning and afternoon but in the evening had lots of different staff, which unsettled them. They told us they intended to speak to the service about this in the near future.

15 March 2012

During a routine inspection

People told us that they received a visit from the manager of the agency to assess their needs before they started using the service. People told us that the care and service they received from agency staff matched the care they had requested and agreed.

People told us that they felt safe and happy with the staff that visited them. Comments we received included: "I am happy with everything, the care staff are kind.' "They are wonderful people". People told us that they usually had the same carers. Further comments were 'I am happy with everything and have got no complaints about.' A relative told us 'When I have to travel I know she (Client) is safe'

They told us that care plans were kept at their home to show how care staff should help them meet their needs. Care staff explained to us how they maintained people's dignity when supporting them to meet their agreed care. We found that care staff had a good knowledge of the people they were providing care and support to. Information available told us how they supported each person and the times they were expected to provide this support.

We saw that systems were in place to monitor the quality of care that people were receiving. This included the monitoring officer for the agency asking people their views on the service they received. People had been asked about their care and the staff that supported them. People were positive in the responses they made.

People told us that they knew the name of the manager of the agency. We were told that the manager visits people in their homes. People knew who to contact if they were unhappy or concerned about something and told us: "Yes, I would speak to one of the carers or phone the office.' 'We were given a number to ring". People felt confident to raise a concern without fear of people not believing them.