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Newcross Healthcare Solutions Limited (Chichester) Good

Inspection Summary


Overall summary & rating

Good

Updated 6 March 2018

Newcross Healthcare Solution Limited (Chichester) is a domicillary care agency (home care). It provides personal and nursing care to children and adults in Chichester and the surrounding areas. This inspection took place on 25, 26, 31 January 2018. 72 hours’ notice was given as the service is small and we needed to be sure the registered manager would be available when we visited the agency offices. This time also enabled the registered manager to arrange home visitswhich allowed us to hear about people’s experiences of the service.

There was a registered manager in post. 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.

This service is a domiciliary care agency providing complex care packages. It provides personal and nursing care to people living in their own houses. It provides a service to older adults, younger adults and children. Some people may be living with dementia, have physical and learning disabilities and some people and children have complex care needs.

People and their relatives told us staff were caring and kind. Staff demonstrated kindness and compassion for people through their conversations and interactions. People’s privacy and dignity was promoted. People, where possible were actively involved in making choices and decisions about how they wanted to live their lives. People were protected from abuse because staff understood what action to take if they were concerned someone was being abused or mistreated.

People received care which was responsive to their needs. People, their relatives and professionals were encouraged to be part of the care planning process and to attend or contribute to care reviews. This helped to ensure the care being provided met people’s individual needs and preferences. Support plans were personalised and guided staff to help people in the way they liked.

Risks associated with people’s care and living environment were effectively managed to ensure their independence was promoted. People were supported by consistent staff to help meet their needs. People’s independence was encouraged and staff helped people feel valued by engaging them in the personal, small things which mattered to them.

The registered manager and provider wanted to ensure the right staff were employed, so recruitment practices were safe and ensured that checks had been undertaken.

People received care from staff who had undertaken advanced training to be able to meet their unique needs to maintain their health and well-being at home. Staff confirmed training enhanced their skills and confidence. For families the high standard of training meant their children were able to be at home rather than in high dependency hospital beds.

People’s human rights were protected because the registered manager and staff had an understanding of the Mental Capacity Act 2005 (MCA). People, or families where appropriate were involved in all aspects of care delivery.

People’s nutritional needs were met because staff followed people’s support plans to make sure people were eating and drinking enough and potential risks were known. Additional training such as PEG training and NG tube feeding (food given via a tube passed through the stomach or nose) enabled people to receive their nutrition by skilled staff where their health needs required this. People were supported to access health care professionals to maintain their health and wellbeing. Medicines were administered safely by trained and competent staff.

Staff supported people and their families at the end of their lives with tenderness and compassion ensuring people’s last wishes were known, shared and delivered by the Newcross team.

Policies and procedures across the service ensur

Inspection areas

Safe

Good

Updated 6 March 2018

The service was safe.

People were protected by safe recruitment practices and there were sufficient numbers of skilled and experienced staff to meet people’s needs.

People were protected by staff that understood and managed risk. People were supported to have as much control and independence as possible.

People had their medicines managed safely.

People were protected from the spread of infection, because safe practices were in place to minimise any associated risks.

People were protected from avoidable harm and abuse.

Effective

Good

Updated 6 March 2018

The service was excellent at delivering effective outcomes. Staff received exceptional training and support from staff that knew them well and had the knowledge and skills to meet their needs.

Staff were very well supported and had the opportunity to reflect on practice and training needs to enhance people’s care.

Staff had a good understanding of the Mental Capacity Act and promoted choice and independence whenever possible.

People’s eating and drinking needs were known and supported. Complex nutritional needs were met by a skilled team of staff.

Caring

Good

Updated 6 March 2018

The service was caring.

People and their relatives were positive about the service and the way staff treated the people they supported.

Staff were kind and compassionate and treated people with respect.

Staff supported people to improve their lives by promoting their independence and wellbeing.

People were supported in their decisions and given information and explanations in an accessible format.

Responsive

Good

Updated 6 March 2018

The service was responsive.

People were thoroughly assessed to ensure the service could meet their needs. Equality and diversity was understood and helped staff support people’s individuality.

People received personalised care and support, which was responsive to their changing needs. Care records were written to reflect people’s individual needs and were regularly reviewed and updated

People, families and professionals were involved in planning the care. Views and wishes of family members were listened to and acted on. People’s end of life was compassionate.

People knew how to make a complaint and raise any concerns. Complaints were thoroughly investigated and learned from. People had no concerns.

Well-led

Good

Updated 6 March 2018

The service was very well led.

There was a positive culture in the service. The management team provided strong leadership and led by example.

The provider and registered manager had clear visions and values about how they wished the service to be provided and these values were understood and shared with the staff team and underpinned policies and practice.

People and those important to them were involved in discussions about the service and their views were valued and led to improvements.

Staff were motivated and inspired to develop and provide quality care. They felt listened to.

Quality assurance systems drove improvement and raised standards of care.