- Homecare service
Walfinch Newcastle East
Report from 13 August 2025 assessment
Contents
Ratings
Our view of the service
Date of Inspection: 12 to 29 September 2025. Walfinch Newcastle East is a homecare service, which provides personal care for people living in their own homes. At the time of the inspection 20 people used the service of whom 14 needed support with their personal care.
This inspection was conducted because Walfinch Newcastle East has not been rated since the they registered in May 2023. Over the last 2 years there have been 2 registered managers both have now left the service. The last registered manager cancelled their registration in June 2025, and the nominated individual is in the process of becoming the registered manager.
Staff knew how to provide safe care. Staff understood people's needs and how to manage any presenting risks. Staff treated people with dignity and kindness. Staff worked with people to ensure they could still take everyday risks. The management team ensured the assessments were completed in a timely manner and were accurate. The care records clearly detailed people’s needs and were written in a person-centred manner. Staff managed medicines well.
The registered manager promoted a learning culture. Staff had access to an extensive range of training, which included mandatory training such as using the Mental Capacity Act 2005 and associated code of practice guidance, and condition specific training. Recruitment practices were meeting requirements and staff routinely received supervision sessions. There were enough staff to deliver the care packages, and systems were in place to ensure new care packages could be supported with adequate numbers of staff. The management team had understood how to manage recruitment strategies and employ staff for future work, so this did not impact on the existing service.
The management team worked with staff to encourage a shared vision, strategy and culture. The management team understood the diverse health and care needs of people and our local communities. They had commenced running Thrive Clubs, which was a free resource local people to use to enjoy a range of activities and socialize. People felt the management team and staff listened to them and acted on any concerns.
The management team operated an effective quality assurance system, which assisted them to closely monitor the service and ensure all aspects of the service met people’s needs. They encouraged people to share their views and always looked to see what improvements could be made. The management team were constantly looking to see where there were gaps in practice and addressed them. Staff were passionate about delivering person-centred care and support.
People's experience of this service
People were very positive about the quality of the care. People and relatives told us they found staff were very caring and supportive. A relative said, “Walfinch Newcastle East have been wonderful, their care, understanding, communication, support and flexibility have been a godsend.” People and relatives felt staff took the time to support individuals to be as independent as possible. They felt the service had a positive impact on their lives. People were encouraged to make their own decisions.
People felt safe and their dignity and human rights were fully promoted. A relative said, “The service works very well as I can check the Birdie App daily to keep track of on what’s happening with [person]. The staff/management will act upon any reasonable suggestion or request put forward.” A person said, “They are all lovely and look after me well. I always find they stay for the full call and check what I want.” People and relatives felt staff were suitably trained, knowledgeable and skilled to provide the care service they needed.
People told us they felt listened to and consulted around how their care and support should be provided. People felt able to complain and were confident that if they did, action would be taken, and improvements would be made. A relative said, “I would rate the service to date 10/10, as the staff have a genuine interest in my [person’s] well-being, and don't just turn up, do their duties, and leave.”