Careline Homecare (Middlesbrough) was rated Good across all five key questions at its first inspection of the newly registered location in June 2017, with 240 people receiving care at the time. The service demonstrated strong person-centred care, safe medicines management, well-trained and supported staff, and effective quality assurance systems under a well-regarded registered manager.
Strengths
· People consistently reported feeling safe, with staff demonstrating clear understanding of safeguarding responsibilities and whistle-blowing procedures.
· Medicines were managed safely with correctly completed MARs and regular competency assessments of staff.
· Staff were well-trained with a comprehensive induction, regular supervision, appraisals, and ongoing training programmes.
· Care plans were person-centred, detailed and regularly reviewed, reflecting people's current needs, preferences and life history.
· People praised staff as kind, respectful, compassionate and dignity-preserving during personal care.
Quality-Statement breakdown (21)
safe: SafeguardingGood
safe: Risk assessment and managementGood
safe: Staffing levels and recruitmentGood
safe: Medicines managementGood
safe: Infection controlGood
effective: Staff training and competencyGood
effective: Supervision and appraisalGood
effective: Mental Capacity Act complianceGood
effective: Nutrition and hydration supportGood
effective: Working with external professionalsGood
caring: Kindness, compassion and dignityGood
caring: Involvement in care planningGood
caring: Promoting independenceGood
caring: Access to advocacyGood
responsive: Person-centred care planningGood
responsive: Flexibility and responsiveness to needsGood
Careline Homecare (Middlesbrough) received an overall rating of Good across all five key questions at its February 2020 inspection, with 194 people receiving personal care. The service demonstrated strong person-centred care, consistent staffing, effective governance and partnership working, with only a minor concern noted around staff training knowledge which the registered manager was already reviewing.
Concerns (1)
minorStaff training: “Some people and relatives felt staff needed additional training. This feedback was shared with the registered manager who was carrying out a review.”
Strengths
· People received calls on time and staff stayed for the full duration, with consistent care workers fostering strong relationships and feelings of safety.
· Medicines were safely managed with regular checks and records in place to support safe use.
· Strong person-centred culture with staff going the 'extra mile' and respecting people's choices, beliefs and values.
· Effective quality assurance measures leading to continual improvements and a transparent, no-blame culture.
· Good partnership working with health and social care professionals, including support for end of life care.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff; working in partnership with othersGood