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Newcross Healthcare Solutions Limited (East Anglian & Essex Service) Good

Inspection Summary

Overall summary & rating


Updated 12 May 2020

About the service

Newcross Healthcare solutions (Norwich) is a new domiciliary care agency providing personal care and support to people living in their own homes in the Norwich and wider area of Norfolk. Their focus is on specialist care for adults and children with complex and life limiting conditions. The provider already acted as an agency providing care staff to other provider’s locally, however this was a separate service and was not included in this inspection. At the time of this inspection three people were receiving a personal care service in their own home.

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

Feedback from people using the service was positive and all the people we spoke with recommended the service.

People felt safe around the staff who provided their care. Staff understood their role in protecting people from harm and abuse. Care plans and risks assessments were person-centred and detailed. Recruitment practice was thorough and ensured there were enough staff of appropriate character to provide consistent support. Staff were trained in the administration of medicines and infection control measures were in place.

People's individual needs and requirements were assessed with them before their care started. Staff received appropriate induction and training and people said staff were skilled in providing their care. Staff monitored people's health and helped them access health and social care services whenever needed. People were supported to have a balanced diet and assisted effectively with their care needs. 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. However, the policies and recording systems used in the service did not always support this practice. We have made a recommendation about assessing mental capacity.

People described the staff as kind, caring and professional. People were encouraged to actively participate in their care planning and were given opportunities to feedback on the service provided. The staff actively encouraged people's independence and dignity.

The care planning was person-centred and responsive to people's needs and preferences. People had not needed to make complaints but knew how to do so and felt communication with the service was effective. The service worked with people and their community health professionals to plan and provide personalised end of life care.

People felt management and staff at the provider's office were well-organised, approachable and took their views on board. Staff felt well-supported and valued by management. The provider used quality assurance systems and best practice forums to monitor and drive improvement in the quality and safety of people's care.

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 15/01/2019 and this is the first inspection.

Why we inspected

This was a planned inspection based upon the service's registration date.

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 12 May 2020

The service was safe.

Details are in our safe findings below.



Updated 12 May 2020

The service was effective.

Details are in our effective findings below.



Updated 12 May 2020

The service was caring.

Details are in our caring findings below.



Updated 12 May 2020

The service was responsive.

Details are in our responsive findings below.



Updated 12 May 2020

The service was well-led.

Details are in our well-Led findings below.