Care Quality Services Newcastle

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

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

Good: This meant people were safe and protected from avoidable harm.
 

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learned to continually identify and embed good practice.

The provider demonstrated a commitment to continuous improvement. Staff were encouraged to raise concerns regarding safety. Managers listened and acted on concerns. Safety incidents, accidents, and safeguarding concerns were promptly recorded, investigated, and reviewed by managers to ensure learning opportunities were identified.

There were clear and robust processes in place for investigating and assessing accidents, incidents, and safeguarding matters. Systems enabled the review and reflection of findings, with outcomes informing changes to care where necessary. Lessons learned were documented and communicated to the staff team through meetings, supervision sessions, and training updates, supporting a consistent approach to embedding good practice.

Staff and leaders fostered a strong learning culture, demonstrating a shared commitment to improving safety across the service. Staff felt confident to raise concerns and understood their responsibilities under the duty of candour, contributing to a transparent and supportive environment. The provider’s approach ensured that good practice was continually identified, embedded, and sustained, promoting high standards of safety for people using the service.
 

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

People’s needs were thoroughly assessed before commencing the service, ensuring that individual care and support requirements could be met safely and with dignity. Robust processes were in place to facilitate safe and smooth transitions for people moving in and out of the service. Managers described collaborative discharge planning involving people, their relatives, and relevant professionals, which promoted continuity of care and ensured that transitions were managed effectively. A staff member shared, “The service works well with external professionals and responds appropriately to guidance and recommendations provided by them.”

Staff responded promptly to any changes by updating care plans and risk assessments, and managers communicated these updates to staff using digital systems and direct communication methods. This approach supported staff in delivering consistent and safe care. Feedback from people and their relatives indicated that transitions were well managed, giving them confidence in the service. A relative commented, “I was included from the start and invited to attend meetings to discuss what care [person] needed.”
 

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

The provider demonstrated a robust approach to safeguarding, ensuring that the correct and valid documentation was maintained for every person to protect them from the risk of harm. Staff were appropriately trained and confident in identifying, reporting, and escalating safeguarding concerns both internally and to external agencies. One staff member commented, “I’d report safeguarding to [management team] or to the council and CQC.”
Collaborative working with people and health partners was evident, with a focus on understanding what safety meant to each person and developing strategies to achieve this. Policies were clear, regularly reviewed, with records confirming that safeguarding concerns were escalated promptly and managed in partnership with local authorities.
People and their relatives consistently reported feeling safe and expressed trust in staff to act swiftly when issues arose. A relative stated, “[person] is kept safe with them which helps stop me worrying, knowing [person] is seeing someone every day.” Staff were proactive in recognising potential risks and took immediate action to safeguard people, providing reassurance and confidence in the service.
 

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

The provider demonstrated a person-centred approach to risk management, ensuring that risk assessments were tailored to each person’s unique needs and circumstances. People were actively involved in decisions about their care, with staff encouraging participation in daily activities that mattered to them. For example, people were supported to make their own breakfast and hot drinks, fostering independence and self-confidence. Positive risk-taking was promoted, with staff working collaboratively with people to identify and manage risks in a way that balanced safety with personal choice. Risk assessments were completed jointly between people and staff and reviewed regularly to reflect any changes in needs or preferences. Staff explained risks in accessible ways, enabling people to make informed decisions. Where appropriate, safety measures were put in place to support people to remain independent with as much of their lives as possible. Relatives were consistently consulted about care plans and risk management, strengthening trust and partnership in the delivery of care. One person highlighted the importance of their pet being included in their care plan, expressing appreciation for staff support as they had no family to rely on. This collaborative and inclusive approach ensured that people felt empowered, supported, and safe, with their voices central to risk management practices.
 

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

The provider demonstrated a robust approach to maintaining a safe environment, with comprehensive risk assessments in place for the effective use of moving and handling equipment. Staff were appropriately trained to use this equipment, ensuring that care was delivered safely and in line with best practice.
Environmental risk assessments were undertaken to identify and manage risks such as slips, trips, falls, and other potential hazards. Staff were clear on how to report any concerns, and managers responded promptly to issues raised, evidencing a proactive approach to safety. People felt secure in their homes, with access to the equipment they needed to maintain independence and move about safely. The consistent management and mitigation of risks, alongside clear communication from staff, enabled people to feel safe and confident in their homes. The provider’s commitment to maintaining a safe environment was evident through regular assessment, prompt action, and ongoing staff training, ensuring that safety standards were upheld and people’s wellbeing protected.
 

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

The provider demonstrated a robust approach to ensuring safe and effective staffing. New staff have checks completed prior to employment. Mandatory induction was clear and supportive, equipping staff to deliver safe and effective care. All staff attended regular refresher training. This supported ongoing development and helped staff deliver safe care that met people’s needs consistently. Staff reported feeling supported, with management readily available to provide guidance when needed. One staff member commented, “I feel supported. Management is available when needed, and I can ask for guidance at any time.”

Staffing levels were generally appropriate to meet people’s needs safely and reliably, with rotas planned to provide continuity of care.
 

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

Processes and practices were implemented to protect people who use the service from the risk of infection. Individual care plans clearly outlined the specific requirements for Personal Protective Equipment (PPE) on each visit, ensuring that staff had clear guidance to follow. PPE was readily available, and staff consistently adhered to established hygiene protocols throughout their duties.

Audits were carried out to monitor compliance with stock management and infection prevention procedures, confirming that standards were maintained. People using the service and their relatives reported that the staff were compliant with the use of PPE protocols, with one person commenting, “Carers always wore disposable aprons and company uniforms.” Staff also expressed confidence in their understanding of infection prevention and control responsibilities.
 

The provider made sure that medicines were managed safely and met people’s needs.

The provider had processes in place for medicine management and administration, utilising the care company's own Electronic Medicines Administration Record System (eMAR). This system enabled management to conduct regular medicines audits, ensuring that any discrepancies were swiftly identified and addressed. The eMAR also facilitated staff competency assessments, helping to maintain high standards of safe medicines administration.
Staff received up-to-date training in medicines management, and their understanding was regularly assessed to support safe practice. People using the service expressed satisfaction with how their medicines were managed. One relative commented, “They are quick at telling the care staff when [person’s] medication has been changed.” This demonstrates the provider’s commitment to clear communication and prompt action regarding any changes to prescribed medicines.