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St Anthony of Padua Care Services Outstanding

Inspection Summary

Overall summary & rating


Updated 29 March 2018

This inspection took place on 25, 29 and 31January 2018 and was announced. This service is a domiciliary care agency based in Newcastle upon Tyne. It provides personal care to people living in their own homes in Newcastle and North Tyneside. Services were provided to adults with a wide range of health and social care needs including physical disabilities, sensory impairments, learning disabilities, mental health needs and dementia. At the time of our inspection there were approximately 275 people receiving a service.

Not everyone using St Anthony of Padua Care Services (known locally as St Anthony's) receives regulated activity; The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

Our last inspection of the service was carried out in November 2015 and we rated the service as ‘Good’. At this inspection we found that the service had improved further and was ‘Outstanding’.

The service had a well-established registered manager in post who had been registered with the CQC since February 2016. A registered manager is a person who has registered with the CQC 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.

Staff told us that the Chief Executive Officer (CEO) for the provider organisation was an exceptional leader and that the service has become much better since their appointment over two years ago. We saw the service had significantly developed the quality assurance processes and improved their engagement with people who used the service for example. We found the CEO had a clear vision for the service which put people at the heart of it.

Both the CEO and registered manager had extensive employment histories supporting vulnerable people who require personal care and assistance. The service benefitted from a reliable and steady team of devoted staff who told us they were proud to work for the provider and loved their jobs.

The service was based in the heart of the community it served where people and staff were welcomed into the office and community day centre. As the provider was a charitable organisation they were especially keen to make strong links with the community and neighbouring services. We saw a host of successful collaborations had been made with other local businesses which helped local people including those who used the provider's care at home service. The provider used a wide range of methods to engage with people and empowered them to voice their opinions. A recent ‘service user’ survey had been carried out in October 2017 which was positive.

There was a strong quality assurance framework in place across the service to ensure that the monitoring of the service was methodical, meaningful and in-depth. Audits carried out by the management team and provider’s board of trustees demonstrated that checks on the service were systematically undertaken and where issues were identified, action was taken. The senior management team and board of trustees had oversight of all matters arising to make sure these had been effectively and correctly dealt with in line with the provider’s policies and principles. A detailed action plan for continuous improvement had been drafted and was used to direct the management team and support them to focus on the provider’s key priorities.

The service had an excellent person-centred culture. The management team and staff were extremely committed to delivering a service which was exceptionally caring and empathetic. People and relatives overwhelmingly expressed their satisfaction about the service and told us their care workers provided first class sensitive and compassionate support and they respecte

Inspection areas



Updated 29 March 2018

The service was safe.

The service had effective systems in place to safeguard people from harm and abuse.

A robust recruitment procedure was followed, which ensured that there were enough staff safely employed to meet people�s needs.

Risks to people�s health and wellbeing had been assessed and reduced. There were policies and procedures in place to ensure people received their medicines in a safe manner.

Risks associated with infection control were minimised.



Updated 29 March 2018

The service was effective.

People received care from suitably trained and well supported staff.

Staff knew people very well in order to meet their individual needs and choices.

The service ensured that people�s needs were assessed in line with best practice, which achieved positive outcomes for people.

People's rights were protected in line with the principles of the Mental Capacity Act 2005. The service ensured people were supported in the least restrictive way.

The service supported people to access external services in order to ensure their health and well-being was maintained and improved.



Updated 29 March 2018

The service was exceptionally caring.

People and their relatives were extremely positive about the outstanding care they received. People, their relatives and professionals told us the service went �above and beyond' to ensure people�s needs were met.

People were supported by a dedicated and caring team of staff who supported them to build and maintain their independence. The staff provided exceptional support which enabled people to develop and meet their own goals and wishes.

There was an excellent person-centred culture across the organisation. Staff were incredibly knowledgeable about people, their needs and preferences which had a beneficial impact on people�s lives.



Updated 29 March 2018

The service was responsive.

People received care that was thoroughly assessed, personalised and regularly reviewed to meet their individual needs and choices.

People were supported in a compassionate way at the end of their lives by well-trained staff who supported people�s choices, preferences and wishes to remain at home.

The service had an effective and thorough approach to managing complaints and people were encouraged to provide feedback and raise concerns.



Updated 29 March 2018

The service was extremely well-led.

There was very strong leadership at all levels. The senior management team had been actively involved in all aspects of the service and had extremely good knowledge about the needs of the business and the satisfaction levels of people who used it.

There were clear business strategies, visions and values for the service to continually improve the standards and quality provided by passionate staff, management and volunteers.

There was an exceptionally robust quality assurance framework in place. Care delivery was always of a high standard as was the management of the service and record keeping.

Staff felt valued and their contribution to the service was recognised and rewarded.