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This service was previously registered at a different address - see old profile


Inspection carried out on 27 November 2019

During a routine inspection

About the service

Staff Call UK LTD is a domiciliary care service providing personal care to two people. The service supports adults and people living with dementia. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. We also consider any additional support they receive.

People’s experience of using this service and what we found

People were supported by staff who had been recruited safely. Staff followed procedures to keep people safe. People received their medication as prescribed. Risks were assessed to mitigate any risks to people.

People’s nutritional needs were met. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff were supported through training, supervision and reflective practice.

Staff treated people with respect, they had formed positive relationships with people. People’s privacy and dignity was maintained.

People received a person-centred service. People were fully involved in the development of their care plans. Staff supported people with their social interests.

We received positive feedback about the registered manger. Staff told us they felt well supported. People were given opportunity to give feedback on the service.

Governance systems were in place. Development to audits was required to ensure they covered all areas.

We made a recommendation about governance systems.

For more details, please see the full report which is on the CQC website at

Rating at last inspection.

The last rating for this service was requires improvement (published 31 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 9 May 2017

During a routine inspection

Staffcall UK Ltd is a domiciliary care agency located in Hessle in the East Riding of Yorkshire and is situated eight miles from the city of Hull. Limited parking is available on the road outside the main office. At the time of our inspection the registered provider was providing care and support to 8 people.

This inspection took place on 09 May and the 16 May 2017. The inspection visit was announced 48 hours in advance in accordance with the Care Quality Commission’s current procedures for inspecting domiciliary care services. The provider registered the service at the current address on 13 May 2016 and this was their first comprehensive 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.

The registered provider had developed and trained care workers to recognise signs of abuse and harm to people. They understood and used associated policies and procedures and discussed when they were required to follow local safeguarding protocols to escalate concerns to help keep people safe from harm and abuse.

The registered provider had a robust recruitment process. Checks were completed that helped the registered provider to make safer recruiting decisions and minimise the risk of unsuitable people working with vulnerable adults.

There were sufficient skilled and qualified care workers to meet people’s individual needs and preferences. People received their care and support from regular care workers that ensured continuity and consistency.

Where people had been assessed as requiring assistance with their medicines, these were administered safely in line with their prescription. Systems and processes were in place to record the administration of medicines and we found these records were complete and up to date.

The registered provider had systems and processes to record and learn from accidents and incidents. Associated documented outcomes, and resulting actions implemented as a result of investigations, helped prevent re-occurrence.

Care workers were supported in their role and development. Care workers received documented supervision and annual appraisals. Care workers shadowed experienced staff until competent in their role. Spot checks and observations were completed that ensured care workers remained competent in applying the skills they had learnt in theory to their practice.

Care workers had received training and understood the requirements of The Mental Capacity Act 2005 (MCA). We checked and found the service was working within the principles of the MCA. Staff confirmed people were assumed to have capacity unless assessed as otherwise and were supported to make decisions. At the time of our inspection no one receiving a service had any restrictions in place.

People were supported to eat and drink healthily. Any specific dietary needs were recorded in their care plan and care workers confirmed they requested support from other health professionals where it was required.

Care workers understood the importance of respecting people’s privacy and dignity. We saw care workers were polite and sensitive to people’s needs and always sought confirmation and agreement from the person to everything they were doing.

Care plans recorded people’s preferences and any diverse needs. We saw any religious or cultural needs were recorded where the person had provided this information

People were promoted to live as independently as possible. Care plans included areas of care and support people required help with and this information was sufficient to guide care workers in meeting people’s individual needs.

The registered provider involved people in their care planning and reviews and only considered ac