Helping Hands Newcastle

Risks to people's health, safety and well-being were effectively managed. Staff safeguarded people from abuse. Medicines were safely administered and managed. The provider had effective infection prevention and control systems in place.

Safe recruitment procedures were followed and there were enough staff employed to meet people's needs. Staff were supported, to provide care in a person-centred way, through regular training, observations and supervision. People were supported at mealtimes and staff worked effectively with external professionals to ensure people received the support they wanted and needed.

Support was personalised and based on people's assessed needs and preferences. Staff spoke highly of people and were enthusiastic about their roles. 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.

People and relatives were involved in making decisions about their care. Staff respected people's privacy, dignity and promoted their independence. People and relatives were aware of the provider's complaints procedure and felt confident to raise concerns.

People and relatives felt the service was well-managed. The registered manager promoted an open, honest culture and was approachable. The provider promoted continuous learning and improvement. Systems were in place to effectively monitor and develop standards at the service. Feedback was regularly sought and valued.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk