Walfinch Newcastle East

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 was the first inspection for this service. This key question has been rated 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 management team had developed a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. For example, they had considered the potential changing needs of people who used the service and linked with clinical teams to ensure staff were appropriately trained to use the specific equipment individuals used to manage their condition. This meant as people needed were no longer able to self-manage equipment staff could. They had also put a system in to monitor how much support people started to need so this could be fedback to the clinical team.

Staff 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. A person said, “They were very good and came out to check exactly what I wanted.”

The management team worked with people to understand what being safe meant to them and the best way to achieve that. They 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 service shared concerns quickly and appropriately. Staff had training and a good understanding of what to do to make sure people were protected from harm or abuse.

The staff team worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. The care manager closely worked with people to explore all the areas they needed support with and then ensure any risks associated with were mitigated. A staff member said, “I do feel risk is managed safely, we are always updated if anything changes with a client or are given training if needed. I also feel managers ask for our input if needed.”

The provider detected and controlled potential risks in the care environment. Environmental risks were assessed and addressed. People were supported to be as independent as possible within the environment. The staff team knew who to contact when people might benefit from additional aids or equipment, which staff knew how to use.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. The service offered packages starting from 30 minutes, as they found this ensured they could provide safe care that met people’s individual needs. The registered manager ensured rotas provided enough travelling time and people confirmed staff always arrived on time and didn’t cut their visits short. A person said, “They are very good, always turn up on time and never leave early. I think the service they provide is excellent.”

Recruitment practices were meeting requirements. The registered manager understood how to manage recruitment strategies and ensure there were always enough staff. Staff had received mandatory and condition specific training. Staff supervision sessions were completed in line with the provider's policy. A staff member said, “The support I receive from Walfinch Newcastle East is incredible. I’m working towards my Level 3, and my trainer recommended I use a laptop for the coursework. I casually mentioned to [Nominated individual] that I didn’t have one, and without hesitation, the company arranged for me to have one. I was honestly blown away by that level of support.”

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. Staff followed the required infection control guidelines.

Staff made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff who administered medicines had the appropriate training and competency checks.