Newlink Care Services

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Newlink Care Services is a domiciliary care agency registered to provide personal care. At the time of this assessment, the service supported 3 people at 2 supporting living services. CQC only inspects the service received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

The service provides support for people who have mental health needs and learning or physical disabilities. Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

Assessment activity started on 13 November 2025 and ended on 30 January 2026.

We assessed all the quality statements from the safe, effective, caring, responsive and well-led key questions. The overall rating for the service is “requires improvement”. This service was registered with us on 5 May 2020, and this is their first assessment.

There was a registered manager in post at the time of this assessment. We found 1 breach of regulation in relation to proper persons employed. We have asked the registered manager for an action plan in response to the concerns found at this assessment.

There were procedures to respond to safeguarding and incidents. Risks to people were assessed. Staff felt supported and received mandatory training. A complaints procedure was in place. Systems were in place to monitor the quality and safety of the service. The service worked in partnership with health and social care providers to plan and deliver an effective service and sought feedback from people and their relatives to drive improvement.

During this assessment, we spoke with 1 person who received care and support, 4 relatives, 3 staff members, the registered manager and the nominated individual. We also received feedback from 3 healthcare professionals.

People's experience of this service

People and relatives spoke positively about the service they received and told us they felt safe. People received person centred care which met their needs and preferences which were assessed before they used the service. People told us staff were attentive to their individual needs and their independence supported. A person told us, “I like the staff, they are wonderful. They look after me and I am happy with the care..” People were supported to maintain a healthy diet and had access to health care professionals when they needed them. People's medicines were managed safely. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. A relative told us, “The care is good, they take [person] out and they are happy. I am happy.” People were involved in decisions and exercised choices about their care. People were asked for their feedback about the service. People told us the registered manager was approachable and available when needed.