Northern Community Careline Services

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 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. New staff were supported, and staff received supervision and checks on their performance. Staffs' compliance with training was improving but improvements needed to be made to the training matrix to ensure it was accurate.

People and their relatives told us staff were caring and kind. Staff maintained people's right to privacy and treated them with dignity and respect. People felt able to express their views and be involved in decisions about their care and support.

Care records were person centred and included relevant information to ensure staff could provide care and support which met their needs. Care records included information about how people communicated. People were aware of how to complain. We saw complaints were recorded and responded to.

Feedback about the service from both people, relatives and staff was positive. The registered manager had continued to make improvements to the service, but we identified systems of governance were not sufficiently robust or effective to ensure the service was fully compliant with all the regulations. Although the service did ask people and staff for feedback, improvements needed to be made to ensure the system and method provided everyone with the opportunity to engage in the process.