Care Quality Services Newcastle

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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

Good: This meant people’s needs were met through good organisation and delivery.

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.

Staff made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs

Records and risk assessments were person-centred and tailored to meet people’s individual needs. Staff actively encouraged people to participate in their care and ensured that individuals were central to decisions about their care and treatment. This partnership approach enabled staff and people to respond collaboratively to any relevant changes in needs.
People and their families described staff as “kind”, “respectful”, and “attentive” to individual requirements. Care plans were bespoke and subject to regular review, incorporating feedback from both people and their relatives. Staff demonstrated an understanding of people’s preferences, routines, and communication needs.
The service was committed to supporting people in achieving personal goals, including maintaining religious or cultural practices and sustaining important relationships with family and friends. This approach ensured that care delivery was both responsive and genuinely person-centred.
 

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity

People had access to health services to ensure and maintain good health and continuity of care. Care plans showed input from health professionals, such as GPs, district nurses and occupational therapists. The provider had a good understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they were asked about their preferences and felt their views were respected. One person said, “Both me and the family are included when they review my care plan.” Relatives also said they felt listened to and that their suggestions were usually acted upon. One relative said, “The carers know [person] well and do things in the way that they wish them to be done.” Staff told us they shared this information with the office when changes were needed.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs

Care plans contained information about each person's communication preferences, facilitating responsive and person-centred care. People and their relatives confirmed they were informed about how to contact the office and kept up to date regarding their care and support. One person stated, “I have the office phone number in case I need to call them,” while another remarked, “If I have any complaints, I know that I can call the office and speak to [office staff].”
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Relatives reported feeling comfortable raising any issues or concerns with staff and were confident in the process. They, along with staff and professionals, confirmed they were included and listened to regarding feedback and suggestions for improvements to enhance people's quality of life. The service facilitated opportunities for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and communicated any changes made as a result. Both people using the service and their relatives felt staff listened to them and acted on concerns. The management team responded promptly and appropriately to resolve any issues raised. One person remarked, “The staff are really good and I can say if something needs to be sorted, they tell the office straightaway.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff made sure everyone had access to opportunities that were important to them.

Staff ensured that people could access the care, support and treatment they required in a timely manner. The management team demonstrated a clear understanding of people’s diverse needs and delivered care that was joined-up, flexible, and promoted choice and continuity. People confirmed that the service met their needs, with one person stating, “My [relative] has a complex medical history, and each of the carers that come in to help understand (their) needs, we couldn’t do it without them.”
The service supported people with a broad spectrum of needs, including those with complex health conditions, both mental and physical health needs. Staff received appropriate training to support specific needs, such as PEG feeding tube systems and end of life care. This ensured that all people received personalised and appropriate support when they needed it.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff and leaders demonstrated a commitment to listening to and acting on information about those most likely to experience inequality, ensuring care, support and treatment were well tailored to individual needs. Staff felt supported and encouraged to identify concerns and improvements. Relatives were encouraged to be involved in care planning, and staff considered alternatives to include people and their families.
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The service prioritised inclusive practice, with staff trained to support people with protected characteristics, including those identifying as LGBTQ+ and people with complex needs. People from diverse backgrounds, such as those with mental health needs and substance misuse histories, received support that promoted dignity, independence, and wellbeing. Barriers to care, including communication difficulties and social isolation, were proactively addressed. The service worked collaboratively with families and professionals to ensure fair and consistent outcomes.
People confirmed that the service met their needs, and families reported the service had made a significant difference to their relatives’ quality of life.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Care plans were regularly reviewed and people were supported to plan for important life changes, enabling them to make informed decisions about their future, including how people would like to be cared for should end of life care be required. Care planning was person-led, with reviews involving people and their families. The service’s approach to future planning was holistic, inclusive, and responsive to changing needs. Staff had received training around providing end of life care and understood how to deliver this support in a kind and compassionate manner.