Our current view of the service
Updated
16 December 2025
Date of assessment was between 08 January and 21 January 2026. This was the first inspection for Care Quality Services Newcastle under its current registration, following the acquisition of the previous provider by Cera Care. The established staff team has remained in place, ensuring continuity of care for people using the service.
Our inspection found that Care Quality Services Newcastle delivers safe and effective care, and staff showed compassion and a strong person-centred approach. The management team demonstrated a thorough understanding of the service, Clear policies and procedures supported consistent staff practice. We found that staff knew people well, building trusting relationships and involving people in decisions about their daily care.
Medicines were managed safely, supported by an in-house electronic system, and staff promoted independence and choice in line with people’s personal preferences. People told us they felt safe, and staff routinely sought consent when providing care. Overall, the service fostered a positive, supportive culture, with staff responding sensitively and respectfully to individual needs and requests.
People's experience of the service
Updated
16 December 2025
Feedback from people using the service and their relatives was positive, with many highlighting a strong sense of safety and reassurance provided by the care team. People described staff as “helpful”, “friendly”, and “like family”, underlining the significance of continuity and the comfort associated with familiar carers. Both people and their relatives reported that the presence of known staff members helped to alleviate anxieties and develop trusting relationships which helped them feel more comfortable receiving care.
People told us that carers arrived on time and ensured that visits were never rushed. People were confident in staff’s skills and knowledge and felt staff would respond appropriately if incidents occurred.
Relatives noted improvements in the overall quality of life of their family members since receiving care. Carers promoted autonomy and choice, encouraging people to participate actively in decisions about their daily routines and personal care, including meal preferences. Staff consistently sought consent before care was delivered, which was valued by both people receiving care and their relatives. Relatives also commented that they felt comfortable contacting the service when needed and felt listened to when raising any concerns or queries.