Newlink Care Services

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices. A healthcare professional told us, “The service provides good quality patient centred care.”

People’s care plans were person centred and contained detailed information on the support people needed with various aspects of their daily life such as personal care, health, eating and drinking and oral health. People’s care preferences were reflected in their care plans which also included information such as their habits, daily routine, likes and dislikes and things that mattered to them most. A person told us, “I am very happy with the service. My care plan is in my folder, and I can look at it.” Daily notes of people’s support were completed each day to ensure staff were continually aware of any changes to their conditions or support needs. A relative told us, “I am happy with [person’s] care. [Person] needs help with showering and is supported appropriately.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service engaged with health and social care professionals to support people with their health needs when needed. A healthcare professional told us, “We work as an integrated team, and referrals to relevant professionals are made promptly by the service and they are easily accessible.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's care plans contained information in relation to their communication needs and guidance for staff on how to best communicate with people. Care records and information including policies were tailored to people’s needs and available in pictorial formats. People and relatives were aware of and had access to their health and care records.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Measures were in place for people to share feedback and ideas, or raise complaints about their care, treatment and support. The service obtained feedback from people and their relatives about the service through telephone monitoring, review meetings and surveys. Feedback showed positive feedback about the service had been received. Procedures were in place for receiving, handling and responding to comments and complaints. The registered manager told us no complaints had been received about the service.

The provider made sure that people could access the care, support and treatment. People were supported to access healthcare services when needed. A healthcare professional told us, “The service informs relevant professionals promptly when individuals’ health needs change or deteriorate and maintains open and clear communication with all stakeholders and multi-disciplinary teams. Appropriate referrals to other professionals are made in a timely manner.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Equality and diversity policies were in place and staff had received equality and diversity training to ensure people’s care, treatment and support promoted equality and protected people’s rights. People’s equality and diversity needs were detailed in their care plans and accommodated for such as supporting them to attend their place of worship and accommodating people’s choices and preferences in relation to being supported by a male or female staff member.

People were supported to plan for important life changes, including at the end of their life. No one at the service currently received end of life care. The registered manager told us, if and when required, they would work with people, family members and other healthcare professionals to ensure people's end of life wishes were met and dealt with in a dignified manner.