This was an announced inspection. We visited the provider's offices on 23 February 2018 and made calls to people using the service and staff and from 14 February 2018. The provider was given notice of the inspection because they provide community services and we needed to be sure that someone would be in.

This was the first inspection of the service since their registration with the Care Quality Commission (CQC). .

Careline Homecare Darlington is a domiciliary care agency which is registered to provide personal care. The service provides support to people with varying disabilities (aged 18 and above), who live in their own home. The service operates 24 hours per day, seven days per week. The care packages are set up following an assessment of people's needs and support can be provided throughout the day and night. At the time of our inspection there were over 190 people receiving support from Careline Homecare Darlington, of whom 142 people received personal care services.

There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There were robust staff recruitment and assessment processes in place.

People who used the service told us that there were enough staff available to support them and on the whole staff turned up on time. People were provided with continuity of care because a core group of staff were allocated to work with the same people. People knew their staff team well and spoke positively about them.

The co-ordinator and supervisors were skilled and experienced. They were well supported in carrying out their roles. In turn, they monitored the care packages and provided support and advice to the carers.

Staff were familiar with the safeguarding protocols in place to help keep people safe. They told us that they had received training in this matter and discussed the process with us, giving examples to back up their knowledge.

We checked whether the service was working within the principles of the Mental Capacity Act. People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The people using the services of this provider were encouraged and supported to make choices about their care, support and lifestyle. Where people were not able to make decisions about aspects of their life, the service worked with other professionals. This helped to ensure decisions were made appropriately and in the best interests of the person concerned.

People had individualised care plans and risk assessments in place. These helped to make sure people received the support they expected and needed, in a safe way. Medicines were managed safely with administration records well maintained.

People who used the services told us that staff were kind and helpful and that they respected their privacy and dignity.

There were policies and procedures in place to help ensure the service operated effectively. Staff were supported and supervised in their work. Supervision of staff helps to make sure that they work safely and follow the policies and principles of the service.

There was a complaints process in place at the service. Records were kept about complaints and these included the details of actions taken, outcomes and learning points. The provider shares all information about lessons learnt with every branch so all can make improvements to their systems.

The provider had processes in place for monitoring the quality of the service. There were systems in place to support people using the services to give their opinions about the standard and quality of the service they received.