Community Lifeline

Updated 18 July 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats or specialist housing.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because the registered manger is not always in the office and we needed to be sure that they would be there to support the inspection.

Inspection activity started on 19 June 2019 and ended on 24 June 2019. We visited the office location on 19 June 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as abuse, serious injury or when a person dies.

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with seven people who used the service and four relatives about their experience of the care provided. We spoke with five members of staff including the provider, registered manager, senior care workers and care workers.

We reviewed a range of records. This included seven people’s care records and medication records. We looked at two staff recruitment files, and eleven staff training and supervision files. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. The registered manager sent us information we requested about recruitment and mental capacity assessments.

Updated 18 July 2019

About the service

Community Lifeline is a domiciliary care agency providing personal care to people living in their own homes. People had varying needs, some people were living with dementia, some people had a learning disability, or had physical conditions such as recovering from a stroke. 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. The service was supporting approximately 38 people with their personal care at the time of inspection.

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

People told us they felt safe with staff and were confident they were well trained and knew how to provide their care and support. One person described how this was planned, “We talk about the things I need help with, so I don't hurt myself and it is written down. The carer helps me to do things carefully and safely and I feel looked after well.” People said there were enough staff as their care was never cancelled and staff always made sure they stayed the full length of time when visiting.

People were supported to access healthcare advice and assistance with their nutrition and hydration when this was needed. People and their relatives told us they were involved in and directed their care, making their own choices and decisions. One person told us, “I still have my independence to choose and make decisions about how I want to live, and they help me keep organised to do this.”

People and their relatives were overwhelmingly positive about the staff supporting them, describing them as caring and kind. One person said, “They are kind and they care. I have two different carers during the week and they are both caring and respectful."

People had the information they needed to make a complaint if they needed to and any complaints made were investigated and followed up. People and staff described a management team who were approachable and listened to what they had to say. There was a clear open and person-centred culture where people and staff felt supported.

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.

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 (Report published 25 November 2016)

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.