Careline Homecare (Newcastle)

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question good. At this assessment the rating for this key question has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. However, this was not always reflected in people’s care records. A copy of people’s care records were available for staff in people’s houses and included the risk assessments and the activity schedule. Further work was needed to ensure people’s care plans included their preferences and guidance about how they wished and needed to be supported by staff, so consistent care was provided. People and their relatives told us the service responded to people’s change of needs. A relative commented, “Staff have even taken the trouble to find out what [Name]’s interests are, and they chat about that and have a laugh.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked with other professionals to make sure people’s needs were met. Appropriate referrals to professionals were made when required, for example an occupational therapist. A relative person told us, “They ring me if [Name] is unwell or if they have noticed any pressure areas.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. Information was collected before people started to use the service about how they communicated, and the registered manager told us information could be made available in different formats, depending upon individual need. A person commented, “I know management would give me a braille copy of my care plan, if I requested 1, but at the moment I am happy not to have a braille care plan.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A relative commented, “I am involved in any meetings about [Name]’s care and there was a review of their care last year and it is all being followed correctly.” People and relatives told us they knew how to raise concerns. A relative commented, “I would call the office if I needed to.” Another relative told us, “The manager will definitely sort problems, very helpful and friendly and puts things on the system straight away so everyone has been informed and that is good communication.”

The service made sure that people could access the care, support and treatment they needed when they needed it. Peoples’ care records showed they had access to care and support and referrals were made for treatment when they needed it. A person commented, “Staff would call the doctor if I needed it.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. People were supported to go out into their community, attend events of interest to them and access healthcare to achieve positive outcomes for their health and emotional and social well-being.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were supported to identify and achieve their future goals. People’s wishes to remain at home were respected when they neared the end of their life. Advanced care plans that were in place explained whether people wanted health intervention if their heart stopped beating and if they wished to be transferred to hospital if their health deteriorated.