New Age Care

The last rating for this service was requires improvement (report published 31 January 2025).

Since our previous inspection, the provider had made improvements in a number of areas and people received safe care and support. Whilst we identified significant governance concerns at this inspection, many had already been recognised by leaders through their own monitoring processes. However, governance systems had not ensured these issues were acted upon and resolved in a timely manner, and some concerns remained evident during the inspection.

We recognised that a number of the issues identified arose during the implementation of a new electronic management system. However, governance arrangements had not always been effective in managing these challenges or ensuring improvements were embedded and sustained.

Following the inspection, the provider responded positively to feedback, took prompt action and provided evidence demonstrating improvements had been made. We found leaders understood the concerns identified, had strengthened governance arrangements and were taking appropriate action to address remaining risks. Whilst further work is needed to ensure improvements are fully embedded and sustained, we were satisfied sufficient action had been taken to address the concerns identified and therefore found the provider was no longer in breach of Regulation 17.

Staff felt valued and supported by the management team and enjoyed working for the provider and had established positive relationships with the people they supported.

Risks associated with people’s care were assessed and staff understood their responsibilities to keep people safe. Care records informed staff, for example, if a person had capacity to make their own decisions or not. Staff supported people in the least restrictive way possible and in their best interests.

Staff were recruited safely and worked in partnership with other professionals to achieve good outcomes for people.