The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Careline Homecare (Berwick)

Unit 11, Cawledge Business Park, Hawfinch Drive, Alnwick, Northumberland, NE66 2GD (0191) 216 1207

Provided and run by:
Care Line Homecare Limited

All Inspections

18, 20 June 2013

During a routine inspection

We found people were asked for their consent before and during the delivery of care. One person told us, "They always check that I am happy with what they are doing. They respect my wishes and remember this is my house.'

People's needs were assessed and care was planned and delivered in line with their individual plan. One person told us, "I have been having the service for a long time and I couldn't do without it. They know what I need help with and I am pleased with the service I receive.'

People's care records contained a summary of their current medication. Staff had undertaken training in the safe handling of medicines and we saw evidence of this.

People who used the service told us that they got support from a small group of staff. There was a training programme and staff told us they got plenty of training opportunities. We saw copies of training certificates that confirmed staff had completed appropriate training.

The provider used questionnaires to seek people's views about the service. Systems were in place to monitor the quality of the service provided to people.

We saw that the service had a written complaints procedure that detailed the process to be followed in the event of a complaint. Four people told us they had not had any reason to make a formal complaint.

14 August 2012

During a routine inspection

We spoke to five people who received a service from Careline. People told us the carers came at the times they needed assistance. One person said 'I am very happy with the carers, they know their jobs and they are very kind. I am very satisfied with the service they provide.' One of the people who received the service daily said 'They are usually on time when they come and if they are going to be late they telephone me to tell me about this. Most of them are very nice and know what I need help with. I would tell the manager if I wasn't happy.' Another person told us 'They came at 7am this morning, which is much earlier than usual. It was a mistake it had been recorded on the sheet wrongly. However she is a lovely girl that comes. She comes in with a lovely smile and is very good. ' We spoke to the service about this call and they told us it was a mistake in recording the time and that they had apologised to the people concerned.