Onecall24 Healthcare Limited

Updated 19 March 2024

Date of Assessment: 25 March to 15 October 2024. Onecall24 Healthcare Limited is a homecare service that provides personal and nursing care to children and adults with complex care and support requirements, in their own homes and in the wider community. At the time of our assessment 36 people were using the service.

The last rating for this service was good (report published 4 May 2022). We carried out this assessment because of the growth of the service since it was first registered in 2020; because of the recent change of registered manager and because of the increased volume of external and internal notifications and communication. The service remains good following this assessment.

People received a safe service, were protected from abuse and neglect and had their human rights promoted. The service followed safe recruitment processes and there were enough staff deployed to support people. There were effective processes to ensure people’s medicines were managed and administered safely. Care and risk management plans were individual and met the needs of people using the service. Staff knew people well and understood how they liked to be supported. There was a clear management structure and staff felt supported in their roles. The provider sought feedback from people, relatives and staff and used this to develop the service. There were effective systems to monitor the quality of the service and to identify and drive improvements when required.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Updated 19 March 2024

Most of the people using the service were unable to give us direct feedback about the quality of the care and support they received. To help us find out about people’s experience of the service, we spoke with people’s relatives or representatives, obtained feedback from other healthcare professionals, spoke with staff and looked at a variety of information that provided reliable evidence of people’s lived experience, including care plans, daily notes and records of social and leisure activities.

People or their representatives told us they felt safe when they were supported by staff from the service. People said they felt staff were trained to support them safely and respected their rights, privacy and dignity. People knew how to raise concerns if needed and told us staff were kind and caring. People were involved in their initial needs assessments, as well as compiling and reviewing their care plans and risk assessments. The people who received support with their medicines, or their representatives, said they were happy with the way the service and care staff managed these. People and their representatives told us they felt they were treated fairly and supported in accordance with their individual needs and wishes. Nobody had experienced any discrimination or inequality. People said they were supported and encouraged to maintain their independence and avoid social isolation as much as possible.

We received mixed feedback from some people about the quality and availability of staff. There were various reasons for this which are outlined in the relevant quality statements below.