Care Quality Services Newcastle

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this Care Quality Services Newcastle service. This key question has been rated Good

Good: This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People’s health, care, wellbeing and communication needs were assessed with them to ensure care was effective. Assessments took place before starting the service, confirming needs could be met. Families were involved, supporting choice and inclusion. One person said, “They asked me how I would like things done,” showing a person-centred approach.

The provider was culturally aware, making arrangements to support the cultural needs of people and staff.
Staff included people in ongoing reviews, regularly updating care plans to reflect changes. They understood individual preferences and shared concerns with professionals, ensuring care stayed tailored and effective.
 

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.
The provider worked with people to plan and deliver care and treatment based on their needs, preferences, what was important to them. Care plans were person-centred, outlining how individuals liked their support. This included communication methods, likes and dislikes, and strategies for managing distress, following legislation and evidence-based standards. Staff understood individual needs, encouraging independence throughout care routines, providing support as required. Staff were trained in essential areas and adapted care to meet assessed needs, including medicines, moving and handling, pressure care, and specific health conditions.
Staff understood each person’s needs and were trained in key areas and adapted care for health conditions like diabetes, skin integrity, and dietary requirements, ensuring support matched assessed needs and preferences.
 

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Management and staff worked effectively with external agencies to ensure people received timely care. Information was shared appropriately between health and social care professionals, promoting continuity of care.
The service collaborated well across teams, so people did not need to repeat their stories. Staff worked closely with professionals and families, liaising with GPs and district nurses to coordinate interventions.
 

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People’s health was well monitored, with access to GPs and community nurses as needed. Staff arranged appointments and referrals to ensure people received timely health support.
Staff promoted healthy lifestyles, supporting independence, choice, and control. They encouraged healthy eating, personal hygiene, and exercise, adapting support to each person’s needs, including those with diabetes. The service effectively met complex needs such as mental health, self-neglect, and specialist feeding routines, helping people regain independence and dignity.
 

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met their assessed need but also the expectations of people themselves.

Records were updated daily to give a clear picture of people’s health and wellbeing. Care plans reflected any changes in needs, with people and families involved in setting goals. Management regularly monitored care and used feedback to make improvements. Staff supported people to overcome isolation, improve mental health, and achieve better health outcomes. Examples include helping a person keep and care for their dog at home rather than losing their pet and loved companion. Staff also received supervision to improve skills in key areas such as communication and pressure care.
 

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.
Staff understood the principles of the Mental Capacity Act 2005 and sought people’s consent before providing care. People told us staff always asked before assisting them. One person said, “The carers always ask me if I want a wash or a shower, and if I want them to help me with it.” Staff were aware of people’s communication needs and adapted their approach accordingly. Relatives confirmed staff respected people’s choices and supported them to make safe decisions.