Updated 2 May 2024
Lifeline Agency Limited is a domiciliary care agency providing personal care to people living in their own homes. Not everyone who used the service received personal care. Care Quality Commission (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. This is the first assessment for this service since it registered on 15 February 2023. Date of assessment 13 May 2024 to 5 July 2024. We did not get to visit the service till 19 June 2024 due to a change of address and registration. We reviewed all 34 quality statements in the key questions of safe, effective, caring, responsive and well led to give the service a rating. People received safe care and support. Each person had a care plan and a range of risk assessments to ensure information was available to staff. Staff knew people well and received appropriate training and support. People received their planned medicines as prescribed. There were enough staff to meet people's needs. People and their relatives confirmed they were involved in care planning. Staff were kind and caring and had a good understanding of how to meet people’s needs. There was a system in place to allow people to express any concerns or complaints they may have. People at the end of their life were supported with respect and dignity. Staff told us how they treated people equally and without discrimination. The service had a strong, visible person-centred culture. People were given the privacy and dignity they needed. The registered manager was highly thought off and motivated to improve the service. People’s care and decision-making records needed to be more comprehensive and closer scrutiny of accidents and incidents were required to ensure all agencies were informed. Some quality monitoring systems also needed to be strengthened to ensure any shortfalls would be identified promptly going forward.