# Community Careline Services

*Operated by RochCare (UK) Ltd.*

Community Careline Services is a CQC-regulated home-care agency in Rochdale.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 06/07/2022

## Practical info

- Postcode: OL16 1SB
- Local authority: Rochdale
- Region: North West
- City: Rochdale
- Last CQC check: 06/Jul/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-07-06
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-07-06
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-07-06

### effective

- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-07-06
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-07-06
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-07-06
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-07-06

### Other

- Finding
  - Evidence: Supervision programme and spot checks ongoing with staff team
  - Published: 2022-07-06
- Finding
  - Evidence: Statutory notifications submitted in line with regulatory responsibilities
  - Published: 2022-07-06
- Finding
  - Evidence: Service no longer in Special Measures following improvements since previous inadequate rating
  - Published: 2022-07-06
- Finding
  - Evidence: Service worked in partnership with health professionals and accessed GP support
  - Published: 2022-07-06
- Finding
  - Evidence: Consent was sought and MCA principles followed
  - Published: 2022-07-06
- Finding
  - Evidence: Infection control practices were effective with adequate PPE and competency checks
  - Published: 2022-07-06
- Finding
  - Evidence: Staff understood safeguarding and had completed relevant training
  - Published: 2022-07-06
- Finding
  - Evidence: Staff treated people with dignity and respect; positive feedback from people and relatives
  - Published: 2022-07-06
- **incident_learning** _(minor)_
  - Evidence: they would have benefited from more detail about the incident, and the incident had not been recorded on the incident log.
  - Published: 2022-07-06
- **staff_training** _(minor)_
  - Evidence: The training is all online. [There is] no face to face training, which is invaluable.
  - Published: 2022-07-06
- **complaints_handling** _(minor)_
  - Evidence: the records would benefit from more details about the concerns and the actions taken by the service. This would support improvements and lessons learned going forward.
  - Published: 2022-07-06

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-07-06
- Finding
  - Meeting people's communication needs
  - Published: 2022-07-06
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences; End of life care and support
  - Published: 2022-07-06

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2022-07-06
- Finding
  - Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrong
  - Published: 2022-07-06
- Finding
  - Staffing and recruitment
  - Published: 2022-07-06
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-07-06
- Finding
  - Using medicines safely
  - Published: 2022-07-06

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-07-06
- Finding
  - Continuous learning and improving care; duty of candour
  - Published: 2022-07-06
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-07-06
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-07-06

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-118563341

HomeCare Compass is an independent guide and is not affiliated with the CQC.