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Careline Homecare (Middlesbrough) Good

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


Review carried out on 9 September 2021

During a monthly review of our data

We carried out a review of the data available to us about Careline Homecare (Middlesbrough) on 9 September 2021. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.

This could change at any time if we receive new information. We will continue to monitor data about this service.

If you have concerns about Careline Homecare (Middlesbrough), you can give feedback on this service.

Inspection carried out on 25 February 2020

During a routine inspection

About the service

Careline Homecare Middlesbrough is a domiciliary care service providing personal care to people living in their own homes in Middlesbrough and Redcar and Cleveland.

The service supported young adults and older adults who lived with a mental health condition, learning disability, physical disability or who needed support at the end of their life. In addition, the service also provided a rapid response service. This meant the service supported people who were leaving hospital or a care home or where an existing care package may have broken down. A package of support was put in place the same day.

At inspection 214 people were using the service. 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. Where they do, we also consider any wider social care provided. At the time of inspection 194 people received personal care.

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

People received safe care from staff who knew their needs very well. Risks to people were well managed and staff were responsive when people’s needs changed. People received their calls on time and staff stayed for the full amount of time. One person said, “The best thing about the service is the consistency.”

There were mixed reviews about the knowledge and skills needed to provide effective support to people. The registered manager was reviewing this following feedback during inspection. People were supported with their health and well-being. Recommendations from health professionals had been followed.

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.

People and staff thought highly of each other. Comments included, “Care workers are very considerate. They are very kind. I could not wish for better.” And, “Care workers make the service marvellous.” People said staff went the ‘extra mile.’ Staff supported people to be as independent as possible and respected their choices, beliefs and values.

People received care which was central to their individual needs. Care records supported staff to deliver care which met people’s needs. A recent vintage tea party organised by the service supported people with their social contact. People said they felt able to raise a concern and were confident it would be addressed.

Leaders had the right skills and knowledge to deliver a safe service. A positive culture supported an open and transparent service. Quality assurance measures had led to continual change at the service. People said the service was good. Comments included, “It’s a good service. A very caring service.” And, “Everything is spot on.”

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

Rating at last inspection and update

The last rating for this service was good (published 14 August 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 21 June 2017

During a routine inspection

We inspected Careline Homecare (Middlesbrough) on 21, 28 and 29 June 2017. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in to assist us. Careline Homecare (Middlesbrough) is an established service which had previously registered at a different location. This is a first inspection of a newly registered service. At this inspection we rated the service as Good.

The service is registered to provide personal care to people living in their own homes. The service can provide care and support to older people, people with mental health conditions, people with a learning disability, physical disability or those people who are at end of life. Careline Homecare (Middlesbrough) also provides a rapid response service. The aim of the rapid response is to provide care and support to people in their own homes whose informal care and support package has broken down unexpectedly and who may have had to go into a hospital or care home because they were unable to manage at home. This service is also provided to people who are discharged from hospital. Healthcare professionals contact the service when a person is identified as needing rapid response. Staff at the service respond by visiting the person at home within two hours of the initial call. This service is provided to people for up to 10 days and then the person is reassessed and their on-going needs determined. At the time of the inspection 240 people were using the service.

The service had 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 and their relatives told us the service kept them safe. Risks to people were assessed and plans put in place to reduce the chances of them occurring. Policies and procedures were in place to safeguard people from abuse. People’s medicines were managed safely. The provider and manager monitored staffing levels to ensure enough staff were deployed to support people safely. The provider’s recruitment process minimised the risk of unsuitable staff being employed.

People told us staff had the skills needed to support them effectively. Staff were supported with regular training, supervision and appraisal. People’s rights under the Mental Capacity Act 2005 were protected. 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. Some people received support with their food and nutrition. Where this was the case their nutritional needs and preferences were recorded in their care records. The service worked with external professionals to maintain and promote people's health and wellbeing.

People and their relatives spoke positively about the care they received, describing it as kind and caring. People and their relatives told us staff treated people with dignity and respect. Staff helped people to maintain their independence. Policies and procedures were in place to arrange advocates for people should this be needed.

People told us they received personalised care based on their assessed needs and preferences. Care plans were reviewed regularly to ensure they reflected people’s current support needs and preferences. Procedures were in place to investigate and respond to complaints.

Staff spoke positively about the culture and values of the service and also spoke positively about the manager. People said the registered manager was available to speak with if they wished to raise any concerns or feedback. The manager and provider carried out a number of quality assurance checks to monitor and improve standards