The Care Quality Commission
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Archived: Lifeline Homecare Westbury Office

Courtleigh, Westbury Leigh, Westbury, Wiltshire, BA13 3TA 0845 009 3123

Provided and run by:
Lifeline Homecare Limited

Important: This service is now registered at a different address - see new profile

All Inspections

3 September 2013

During a routine inspection

We visited the offices of Lifeline Homecare Westbury Office and spent the day talking with management, team leaders and care staff. We found the organisation well run. Staff were able to tell us with confidence about treating people they supported with consideration and respect.

We spoke on the telephone with people and/or relatives of people who used the service provided by Lifeline Homecare. A person said: "I am very pleased with them. I cannot fault them at all." Another person who was supported by the service said: "I think it's exceptionally good." Another person who had care for their whole family living at home said: "they are tremendous really. They support us all in different ways."

We found the organisation had effective recruitment practices to assure staff employed were able to work with people safely and effectively. Staff worked with other health and social care professionals when this was required to ensure care was coordinated. The organisation used its knowledge, experience and systems in place to ensure it was able to keep to its appointed time to visit people. This involved having sufficient staff, scheduling staff visits carefully, and factoring in planned and unplanned staff absence.

We found the management of people's medicines was well organised and staff were trained effectively to carry this out safely. Records required for running the organisation, about people it supported, and staff it employed, were fit for purpose, kept securely and destroyed safely when appropriate to do so.

7 March 2013

During a routine inspection

We spoke on the telephone with six people and/or relatives of people who used the service provided by Lifeline Homecare Westbury. We were told the service was "excellent" and "absolutely fantastic." One person said: "I can't fault it" and another said "they are very kind to me." Families said they had peace of mind knowing their relative was being supported. One family member said their relative was resistant at first to having care provided at home, as they felt 'they would lose their independence." However, the family member told us their relative "would now not change anything for all the world. They love them coming. It's company for them and they're so nice."

People and their relatives said their needs had been well assessed and safely met by the service. They said when needs changed, either temporarily or permanently, the service adapted to them. People said staff were properly trained and did their jobs well. People felt safe with staff and confident to report any concerns they had. We were told people were confident the agency would listen to any concerns and act appropriately.

People said they were treated with privacy, dignity and respect. Most people said they felt the most important part of the care provided was having just a small number of different carers. They felt this provided consistency of care and staff got to know people well. The organisation checked how it was providing care and monitored the service for quality and safety.