We carried out a review of the data available to us about Lifeline Homecare - Frome 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 Lifeline Homecare - Frome, you can give feedback on this service.
Lifeline Homecare – Frome is a domiciliary care service providing personal care and support for people living in their own homes, the service is provided in parts of Somerset and West Wiltshire. At the time of the inspection they were providing personal care for 140 people.
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.
People’s experience of using this service and what we found
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.
People received care and support that was safe. The provider had a robust recruitment programme, which meant all new staff were checked to ensure they were suitable to work with vulnerable people. All staff had received training in recognising potential abuse and how to raise concerns. Medicines were managed safely. Staff were trained in administering medicines and their competency checked regularly.
People received effective care and support that was focused on the person. There was a consistent staff team which meant people had regular care workers whom they knew well. Staff received mandatory training as well as training specific to people’s individual needs. Staff demonstrated a good understanding of people’s needs and how they preferred to be supported.
People were supported by caring staff who respected their independence and supported them with dignity and respect. People told us staff were caring and often went above and beyond what was expected of them. For example, one person told us how staff helped them in their garden if they had time.
People received responsive care and support which was personalised to their individual needs and wishes and promoted independence. There was clear guidance for staff on how to support people in line with their personal wishes, likes and dislikes. One person told us how they maintained control over the care and support provided. They said they discussed their care plan and the staff they were supported by regularly with team leaders or the registered manager.
There were systems in place to monitor the quality of the service provided, ensure staff kept up to date with good practice and to seek people’s views. Records showed the service responded to concerns and complaints and learnt from issues raised.
People and staff spoke positively about the registered manager. Staff said they were valued and supported by the registered manager and provider.
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 1 March 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 re-inspection programme. If we receive any concerning information we may inspect sooner.
Lifeline Homecare Frome provides personal care to people living in Frome, Trowbridge, Warminster and surrounding areas. At the time of this inspection they were providing personal care for 69 people. They also provided a domestic service to people living in their own homes but this aspect is not within the scope of CQC’s regulations.
This was the first inspection of the service since they registered in December 2014. No concerns were identified during the registration process.
There is a registered manager in post. 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 were protected from abuse because the provider had systems in place to ensure checks of new staffs characters and suitability to work with vulnerable adults were carried out. Staff had also received training in protecting vulnerable people from abuse. People said they felt safe when being cared for; we observed people were happy and relaxed with care workers during our home visits.
The service had a complaints policy and procedure that was included in people’s care plans. People said they were aware of the procedure and had numbers they could ring. People and staff spoken with said they felt confident they could raise concerns with the registered manager and senior staff. Records showed the service responded to concerns and complaints and learnt from the issues raised.
People who received personal care and support from Lifeline Homecare Frome told us they were happy with the service provided. They said the registered manager and staff were open and approachable, cared about their personal preferences and kept them involved in decision making around their care. One relative said, “We have always been involved right from the start.” One person said, “I have a say about the way my care is provided and they listen. They are very professional.”
People were supported by sufficient numbers of staff who had a clear knowledge and understanding of their personal needs, likes and dislikes. We observed staff took time to talk with people during our home visits. Everybody spoken with confirmed they had a consistent team of care workers whom they all knew. One person said they had come to consider the team of care workers as their family, another said the care worker was “like a daughter to me.”
People’s care needs were recorded and reviewed regularly, with a team leader or senior care worker and the person receiving the care or a relevant representative. All care plans included written consent to the care provided. Care workers had comprehensive information and guidance in care plans to enable them to deliver consistent care the way people preferred. One person told us how their care plan had been written with them and clearly showed exactly how they liked things done.
Staff monitored people’s health with their consent and could refer and direct to healthcare professionals as appropriate. Support was provided for people to attend hospital and doctor appointments. A healthcare professional told us how the service worked well with them and made referrals in an appropriate way and timely manner.
There were systems in place to monitor the care provided and people’s views and opinions were sought through care reviews and an annual survey. Suggestions for change were listened to and actions taken where possible to improve the service provided. All incidents and accidents were monitored, trends identified and learning shared with staff to put into practice.
The registered manager had a clear vision for the service. Their statement of purpose said, “Lifeline Homecare aims to offer a user centred, flexible, high quality personal and practical service, designed to support individual people living in their own home and to assist and improve their quality of life.” Staff could be seen supporting this philosophy and approach whilst providing care and support to people living in their own homes.