We carried out a review of the data available to us about Community Careline NWL Ltd on 6 July 2023. 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 Community Careline NWL Ltd, you can give feedback on this service.
Community Careline NWL Ltd is a domiciliary care agency. It provides personal care to people living in their own homes and flats in the community in Leicestershire. It provides a service to older people, people with physical disabilities, mental health, eating disorders and people who are living with dementia.
Not everyone using this service received a 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. At the time of our inspection there were 75 people using the service.
People's experience of using this service and what we found
Risks that people faced had been assessed and those identified were safely managed. They were supported by a small team of staff who they knew well. The registered manager checked new staff to ensure they were suitable to work in people's homes. Staff showed a good understanding of their roles and responsibilities of keeping people safe from harm. Medicines were managed safely.
People were supported by staff who had completed the relevant training to give them the skills and knowledge they needed to meet their needs. People were supported to have sufficient amounts to eat and drink and were protected against the risk of poor nutrition. Staff supported people to maintain their health and well-being. 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.
Staff treated people in a kind and caring way. People and relatives valued the service and the support the staff provided. Staff treated people with respect and helped them to maintain their independence and dignity.
People and those important to them were at the centre of the assessment and care planning process. People were supported to express their wishes and preferences regarding their care and staff provided personalised care. People and relatives were confident to raise concerns and complaints and these were listened to, resolved and used to drive improvements in the service.
The provider had systems in place to monitor the quality of the service to ensure people received good care. People, relatives and staff were given the opportunity to feedback on their experience of the service and contribute to the improvement and development of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 2 June 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 reinspection programme. If we receive any concerning information we may inspect sooner.
Community Careline – North West Leicestershire is a domiciliary care service providing care and support to people living in their own homes. The office is based in Hugglescote Leicestershire. The service provides support to people living in surrounding towns and villages. They support people with a variety of care needs including physical disabilities, mental health needs and general care and domestic needs. At the time of our inspection there were 94 people 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 told us that they felt safe using the service. They felt safe because they were confident in the care staff’s ability to look after them and to promote their safety. Staff knew their responsibility to keep people safe from harm and abuse. They followed the provider’s guidelines to support people and report any concerns they had on people’s safety and wellbeing.
The provider completed relevant checks which ensured that care staff had the right skills, experience and were safe to support people. Care staff were available to support people at the times agreed in their care plan. Staff were assigned to support the same set of people in order to maintain consistency of care and positive relationship between people and their care staff.
Staff were provided with the training they required to carry out their role effectively. Staff were equipped with the skills they required to meet people’s needs. People spoke positively of staff expertise in looking after people living with dementia and similar conditions. They supported people in accordance with the Mental Capacity Act (MCA) 2005.
Staff supported people to meet their nutritional needs. They also supported people to access health care services when they needed this.
People told us that staff were caring and supported them with kindness and compassion. They also treated people with dignity and respect.
People’s care plans reflected their individual needs and preferences. Their care was provided in a person centred manner. The provider listened to feedback from people using the service and their relatives. People told us that staff acted promptly on their feedback.
People told us that they were satisfied with the service they received. Staff felt supported in their role which enabled them to deliver a good standard of care. The provider had effective procedures for monitoring and assessing the quality of service that people received.