Thompson Amour Limited T/A Heritage Healthcare North Tyneside

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 newly registered 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 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 had established a strong learning culture where incidents, feedback and concerns were used to improve the safety and quality of care. Systems for recording and reviewing accidents, incidents and complaints were embedded into daily practice, with staff using an electronic care system to document events in real time. This enabled the management team to respond promptly, review information and identify themes.

The Registered Managers described how learning was embedded across the service, explaining, “We promote an open and transparent culture where staff feel confident raising concerns, and we use every opportunity to learn and improve.”

Staff feedback reflected a culture in which learning was normalised and encouraged. One member of staff told us, “If something goes wrong, we report it straight away and management always explain what has changed after, so we can learn from it.”

Relatives also described an open service culture. One relative told us, “I’ve never had any concerns about safety, but I know I could raise anything and it would be dealt with.”

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.

Systems for assessment, referral and admission supported safe and effective transitions into the service. The provider took a structured and cautious approach to accepting new care packages, ensuring that people’s needs could be met safely.

The Registered Managers explained, “From the first enquiry, we take time to understand the person’s needs, and we complete a detailed face‑to‑face assessment in their home before agreeing to provide care.” These assessments explored all aspects of care, including health conditions, risks, preferences and the home environment.

Relatives described the assessment process as thorough and reassuring. One relative told us, “They were very kind, helpful and thorough when they came out. It made us feel confident we’d made the right decision.”

Records reviewed confirmed that care plans were comprehensive and person‑centred, and that staff completed shadow shifts before working independently with people.

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.

We found that people were protected from abuse and neglect through effective safeguarding processes and a knowledgeable workforce. Staff demonstrated a clear understanding of safeguarding and were able to describe how they would recognise and respond to concerns.

Staff spoke confidently about identifying risks, particularly when supporting people who may not be able to communicate their needs clearly. One staff member told us, “We support a lot of people with dementia, so we are always looking for changes in behaviour or if something doesn’t seem right. If I had concerns, I would report them immediately.”

People and their relatives consistently expressed confidence in the safety of the service. One person said, “Yes I have no concerns.” A relative told us, “I feel completely safe with the carers coming in. They are very kind and I have no worries.”

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.

We found that people were actively involved in decisions about managing risk, with a clear emphasis on maintaining independence and choice. Risk management was personalised and reflected the individual’s preferences and priorities.

Staff described how care plans supported this balance in practice. One staff member explained, “Care plans show how to manage risks but also what the person wants, so we can support them in the right way.”

People and relatives gave examples of how independence was supported safely. One person said, “Yes they do what I need.” A relative told us, “They let [person] do things herself but stay nearby if she needs help, which makes her feel more secure.”

Care records confirmed that risk assessments included clear guidance, reflecting individual choices and agreed approaches.

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

We found that risks within people’s home environments were identified, assessed and managed effectively. Environmental risk assessments were completed at the point of admission and reviewed regularly, particularly when people’s needs changed or following incidents.

Staff confirmed they felt confident to report environmental concerns. One staff member told us, “If something isn’t safe, I report it straight away and management deal with it quickly.”

Relatives also recognised the support provided, with one commenting, “They help make sure everything is safe and step in when needed.”

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.

Staffing levels and staff competence supported the safe delivery of care. The provider ensured that staff were appropriately recruited, trained and supported to carry out their roles safely.

Registered Managers described a structured approach to staff development, stating, “We ensure staff are not expected to work independently until they feel confident and competent.” This included induction, shadowing and ongoing competency assessments.

Staff feedback reflected this approach. One staff member told us, “The training really helps me feel confident doing my job safely.”

People and their relatives commented positively on staffing. One person said, “They are always on time. Lovely girls.” A relative told us, “They are always punctual and work hard while they are here.” Another said, “There is always enough time for my mam and they never rush.”

Records showed that safe recruitment checks had been completed, and that staff training, supervision and appraisals were in place.

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.

We found that effective infection prevention and control measures were in place and consistently followed by staff.

Staff demonstrated a good understanding of infection control practices and described using PPE appropriately. One staff member told us, “I always wear gloves and an apron for personal care and follow infection control procedures.” Another added, “There is always enough PPE available, and we can easily get more if needed.”

The Registered Managers told us, “We monitor infection control through spot checks, supervision and feedback from people using the service.”

Relatives confirmed that staff followed these procedures. One relative said, “Yes, they always use PPE when they come.”

We saw evidence of infection control training, spot checks and care plans which included guidance on managing infection risks.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened.

The provider had effective systems in place to support the safe management of medicines. Medicines management was underpinned by a comprehensive policy which was regularly reviewed in line with current legislation and best practice. The policy clearly outlined staff responsibilities, including administration, recording, storage, disposal, and the management of errors or refusals.

Staff were appropriately trained to support people with their medicines. All staff had completed the required medication training, including competency assessments, before administering medicines independently. There were no concerns raised by people or staff regarding medicines management.