Community Careline Services

Training was being undertaken by staff. Staff told us there was sufficient training for them to undertake their role. People who used the service were confident in the skills of the staff team. Some staff fed back the training would be better spread over some time. 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. Consent had been recorded in staff files and consent was sought by staff. People told us they had been involved in the development of the care plans but not always in reviews. Records contained information about their GP to enable staff to seek support and review if required.

People received good care and they were treated with dignity and respect. People provided positive feedback. Policies, guidance and training was available to support good care delivery to people. Care records had been developed however, they were brief and required details about individual needs. Records included information about supporting people with their communication, the service was in the process of introducing a new electronic system for care records. There was some evidence people were supported in activities of their choosing. A system had been developed to record complaints. The records would benefit from more detail in relation to the concerns and the actions taken as a result.

Where audits forms had been developed these had not always been commenced. These would have identified the shortfalls found at this inspection. Regional audits and monitoring had been undertaken however these did not identify the findings we found at the inspection. The call logging system was not being used to monitor the calls. Some people told us they knew who the manager was and was positive about the management of the service. However, others told us about difficulties communicating with the office and one said the service lacked consistency of management. The manager told us about the changes they had made and the improvements planned going forward. Questionnaires had been sent to people and

the initial feedback from the manager was positive. There was good information on display in the office along with certificate of registration and employer liability insurance.