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Newcross Healthcare Solutions Limited (Truro) Good

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 20 March 2018

Newcross Healthcare Solutions Limited (Truro) is a domiciliary care service which provides complex care and support to people of all ages in their own homes. The service provides help with people's complex care and personal care needs in Cornwall. The packages of care that Newcross provide ranged from a minimum of four hours a day up to 24 hour care dependant on the person’s care needs.

Not everyone using Newcross receives regulated activity; 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. At the time of the inspection 26 people were receiving support with personal care needs.

There was a registered manager in post who was responsible for the day-to-day running of the service. A registered manager is a person who has registered with the Care Quality Commission 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.

The registered manager had been appointed ten weeks prior to this inspection and was therefore new to the Cornwall branch. The registered manager also oversaw two other locations and divided their time between the three Newcross offices. People, relatives and staff felt the registered manager spent sufficient time at the office and was available at all times.

We carried out this announced inspection on 29 and 31 January and 2 February 2018. At the last inspection, in November 2015, the service was rated Good. At this inspection we found the service remained Good.

People we spoke with told us they felt safe using the service and said they trusted the staff that supported them. People and their relatives were extremely satisfied with the quality of the service they received and the caring approach from staff. People said about the service, “Carers are excellent, I would be lost without them”, "They want to do their best, they want to be outstanding” and ”They (staff) genuinely care.”

Staff had received training in how to recognise and report abuse. All were clear about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected.

Risk assessments clearly identified any risk and gave staff guidance on how to minimise the risk. They were designed to keep people and staff safe while allowing people to develop and maintain their independence.

Staff were aware of the reporting process for any accidents or incidents that occurred and there was a system in place to record incidents. Where accidents, incidents or near misses had occurred these had been reported to the service’s managers and documented in the service’s accident book.

People were supported by dedicated teams who were employed to work specifically with each person using the service. Staff knew people well and had received training specific to their needs. Training records showed staff had been provided with all the necessary training which had been refreshed regularly. People told us they were never supported by someone they did not know.

Staff were recruited in a safe way and available in sufficient numbers to meet people’s needs. Staff were supported by a system of induction, training, one-to-one supervision and appraisals to ensure they were effective in their role.

The service had robust and effective procedures in place to ensure that all planned care visits were provided. The service’s visit schedules were well organised and there were a sufficient number of trained staff available to provide people’s care visits in accordance with their preferences. Newcross operated an on call system outside of office hours. Relatives and staff told us managers would respond promptly to any queries they might have.

Inspection areas

Safe

Good

Updated 20 March 2018

The service remains Good.

Effective

Good

Updated 20 March 2018

The service remains Good.

Caring

Good

Updated 20 March 2018

The service remains Good.

Responsive

Good

Updated 20 March 2018

The service remains Good.

Well-led

Good

Updated 20 March 2018

The service remains Good.