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New Dawn Care Agency Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 23 July 2019

About the service

New Dawn Care Agency Ltd is a domiciliary care agency that was providing personal care to 50 older people, people living with a dementia and people with physical disabilities at the time of our inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service

Medicines were not always managed safely. Risks to people were assessed and addressed. Staffing levels were safe. People were safeguarded from abuse.

People were supported to have maximum 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. Staff were supported with regular training, supervision and appraisal.

People and relatives said staff were kind and caring and spoke positively about the support they provided. People were supported to maintain their independence.

Care was person-centred. Staff effectively communicated with people to ensure their voice was heard. The provider had effective complaints procedures in place.

Feedback was sought and acted on. The service worked effectively in partnership with external professionals and agencies.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

Good (report published October 2016).

Why we inspected

This was a planned visit under our inspection programme.

Enforcement

We have identified breaches in relation to medicine management. Please see the action we have told the provider to take at the end of this report.

Follow up

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 23 July 2019

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 23 July 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 23 July 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 23 July 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 23 July 2019

The service was not always well-led.

Details are in our well-Led findings below.