The Care and Support Group Tyneside

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.

Care was provided by a consistent staff team, although the pressures of COVID-19 has made that difficult at times. In the majority of cases, people said staff arrived and stayed for the agreed times.

People felt safe with the staff team supporting them, and staff had received training in safeguarding people from abuse. Accidents and incidents were reported, although the procedures around recording these needed to be reviewed.

Medicines were managed safely. The provider was in the process of updating their medicines policy in line with transferring to electronic recording.

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.

People were supported by staff recruited safely, and who were trained and monitored to carry out their roles effectively. Staff were supported, but asked that positive feedback received, should be relayed back to them. The provider was addressing this.

People were protected from the risk of infection as people told us staff always wore PPE. The provider was in the process of updating their PPE practices.

People's dietary needs were met, and the service worked well with other healthcare professionals to achieve good outcomes for people.

A complaints procedure was in place and people and their relatives knew how to complain if they needed to. The provider had systems in place to monitor the quality of the service.

This was an 'inspection using remote technology'. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.