Lifeline Homecare - Frome

Updated 5 October 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 who made telephone calls to people who received personal care. 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:

Lifeline Homecare – Frome is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means 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 it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection site visit activity started on 28 August 2019 and finished on 29 August 2019. We visited the office location on 28 August 2019. On 29 August 2019 we visited people in their homes and spoke with care workers.

What we did before the inspection

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.

During the inspection

We visited four people who used the service and spoke with three relatives. We also spoke with 13 people and two relatives over the phone about their experience of the care provided. We spoke with seven members of staff including the registered manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included seven people’s care records, four of which were current records kept in people’s homes, and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 5 October 2019

About the 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.