Background to this inspection
Updated
13 September 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
We gave the service 72 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 12 August 2019 and ended on 15 August 2019. We visited the office location on 12 and 13 August 2019. We also visited people in their own homes on 13 August. We made phone calls to people, relatives and staff on 14 and 15 August 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We visited two people and their relatives in their own homes. We spoke with one person who used the service and nine relatives over the telephone about their experience of the care provided. We spoke with 20 members of staff including the regional manager, registered manager, a nurse, three care co-ordinators and 14 care workers.
We reviewed a range of records. This included three people’s care records and sampled a number of medicines records. We looked at two staff files in relation to recruitment, staff training, supervision and competency assessments. A variety of records relating to the management of the service, including audits were reviewed.
After the inspection
We received feedback from three professionals involved in monitoring the care of people who use the service. We also received feedback from a further two care staff.
Updated
13 September 2019
Newcross Healthcare Solutions Limited (Torquay), referred to as Newcross throughout the report, is a service providing support with personal care to adults and children living in their own homes. Newcross specialises in providing support for those with complex health needs and, at the time of the inspection, were providing a service to 16 adults and five children.
People’s experience of using this service and what we found
People received a safe service that met their complex healthcare needs. Risks associated with people’s health conditions were assessed and regularly reviewed. Management plans guided staff about how to mitigate risks and what action to take in an emergency.
Relatives praised the service for the compassion, care and friendship the service had brought to their relative’s lives. The service wad able to demonstrate their commitment to ensure people received the best possible care. Relatives said people’s health, well-being and quality of life had improved since receiving support from Newcross. One relative said, “They’re like an extended family. My daughter feels really comfortable with them.” Another described staff as "excellent" and "irreplaceable".
Staff were safely recruited and well trained in the complex healthcare needs of the people they supported. Staff said the service provided very good training and their standards were high. Relatives told us they felt staff were competent and safe. Supervisions and regular competency assessments ensured staff were well supported, knowledgeable about people’s care needs, and their practice remained safe. Relatives and staff said they would recommend the service to other people.
The management team and staff were aware of their responsibilities to safeguard people and to be honest and open when things had gone wrong. Complaints were recorded, investigated and kept under review. People, relatives and staff said they felt listened to and respected.
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. People were supported to engage in hobbies and interest in the local community.
Care plans were personalised and detailed, providing staff with the guidance they required to provide safe and consistent care that met people’s preferences and expectations. Regular reviews ensured people’s care needs were well understood and care plans contained up to date information.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 1 March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.