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Newcross Healthcare Solutions Limited (Torbay & South Hams Service) Good

Inspection Summary

Overall summary & rating


Updated 13 September 2019

Newcross Healthcare Solutions Limited (Torquay), referred to as Newcross throughout the report, is a service providing support with personal care to adults and children living in their own homes. Newcross specialises in providing support for those with complex health needs and, at the time of the inspection, were providing a service to 16 adults and five children.

People’s experience of using this service and what we found

People received a safe service that met their complex healthcare needs. Risks associated with people’s health conditions were assessed and regularly reviewed. Management plans guided staff about how to mitigate risks and what action to take in an emergency.

Relatives praised the service for the compassion, care and friendship the service had brought to their relative’s lives. The service wad able to demonstrate their commitment to ensure people received the best possible care. Relatives said people’s health, well-being and quality of life had improved since receiving support from Newcross. One relative said, “They’re like an extended family. My daughter feels really comfortable with them.” Another described staff as "excellent" and "irreplaceable".

Staff were safely recruited and well trained in the complex healthcare needs of the people they supported. Staff said the service provided very good training and their standards were high. Relatives told us they felt staff were competent and safe. Supervisions and regular competency assessments ensured staff were well supported, knowledgeable about people’s care needs, and their practice remained safe. Relatives and staff said they would recommend the service to other people.

The management team and staff were aware of their responsibilities to safeguard people and to be honest and open when things had gone wrong. Complaints were recorded, investigated and kept under review. People, relatives and staff said they felt listened to and respected.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People were supported to engage in hobbies and interest in the local community.

Care plans were personalised and detailed, providing staff with the guidance they required to provide safe and consistent care that met people’s preferences and expectations. Regular reviews ensured people’s care needs were well understood and care plans contained up to date information.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 1 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 13 September 2019

The service was safe.

Details are in our safe findings below.



Updated 13 September 2019

The service was effective.

Details are in our effective findings below.



Updated 13 September 2019

The service was caring.

Details are in our caring findings below.



Updated 13 September 2019

The service was responsive.

Details are in our responsive findings below.



Updated 13 September 2019

The service was well-led.

Details are in our well-Led findings below.