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Newcross Healthcare Solutions Limited (Shropshire Service) Good

Inspection Summary


Overall summary & rating

Good

Updated 25 January 2020

About the service

Newcross Healthcare Solutions Limited (Shrewsbury) is a domiciliary care agency providing staff to work in care homes and personal care and support to people in their own homes. The service currently supports younger disabled adults and children. At the time of inspection, the service was providing support to 4 people.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. We did not inspect the part of the service that supplies staff to care homes as this is not a regulated activity.

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

People were safe. Effective systems were in place to protect people from abuse and staff understood how to keep them safe. Accidents and incidents were investigated and action taken to address any concerns. People’s risks were assessed and managed effectively. Where people presented with behaviours that challenge, triggers were identified and risk assessments guided staff how to manage the behaviour. People were supported by a sufficient number of safely recruited staff. Medicines were stored and administered safely and clear protocols were in place to guide staff when to administer ‘as required’ medicine. Staff wore gloves and aprons and understood how to manage the risk of infection. Where things went wrong, the provider immediately addressed concerns and took steps to reduce the risk of reoccurrence.

People’s needs were assessed in a personalised way and care was delivered in line with their needs. Staff were skilled and knowledgeable and were trained specifically to meet the care needs of the individuals they supported. People were supported to eat and drink in line with their care plans. People were supported by staff who worked seamlessly with other care providers to provide consistent care. People were supported to access healthcare professionals when needed and their oral health needs were met.

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.

Staff were kind and caring and spoke with empathy about people they supported. People were supported to make their own decisions about care. People were supported by staff who understood how to promote their dignity and independence.

People’s care plans were personalised and guided staff how to support people in line with their needs and preferences. People’s communication needs were identified, and staff supported people in line with their needs. People were supported to engage in activities of their choice both in the community and at home. Complaints were investigated and action taken where needed. People’s end of life wishes were discussed with them and their relatives and advanced care plans were in place when appropriate.

The provider and registered manager strongly promoted person centred care to improve people’s quality of life that was reflected throughout the service. The registered manager understood the duty of candour and promoted an open and honest environment. Effective audit systems were in place to check the quality of the service and action was taken to address any concerns identified by audits. Audits were reviewed by the head office clinical governance team to provide further quality checks. Staff were clear about their roles and had good management support throughout the service. Relatives and staff were encouraged to provide feedback regarding the service and an open-door policy was promoted. The provider and registered manager placed an emphasis on continuously improving the service. The service worked closely with other care providers and healthcare professionals to meet people’s needs.

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

Rating at last inspection

This service was registered with us on 15 January 2018 and this is the first inspection.

Why we inspected

This was a planned inspection as the service had not yet been inspected.

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

Safe

Good

Updated 25 January 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 25 January 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 25 January 2020

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 25 January 2020

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 25 January 2020

The service was well-led.

Details are in our well-led findings below.