Newcross Healthcare Solutions Limited - North & Midlands

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. We did not inspect the part of the service that supplies staff to care homes as this is not a regulated activity.

People's needs were assessed in a personalised way and care was delivered in line with their needs. Staff were skilled and knowledgeable and were trained specifically to meet the care needs of the individuals they supported. People were supported to eat and drink in line with their care plans. People were supported by staff who worked seamlessly with other care providers to provide consistent care. People were supported to access healthcare professionals when needed and their oral health needs were met.

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.

Staff were kind and caring and spoke with empathy about people they supported. People were supported to make their own decisions about care. People were supported by staff who understood how to promote their dignity and independence.

People's care plans were personalised and guided staff how to support people in line with their needs and preferences. People's communication needs were identified, and staff supported people in line with their needs. People were supported to engage in activities of their choice both in the community and at home.

Complaints were investigated and action taken where needed. People's end of life wishes were discussed with them and their relatives and advanced care plans were in place when appropriate.

The provider and registered manager strongly promoted person centred care to improve people's quality of life that was reflected throughout the service. The registered manager understood the duty of candour and promoted an open and honest environment. Effective audit systems were in place to check the quality of the service and action was taken to address any concerns identified by audits. Audits were reviewed by the head office clinical governance team to provide further quality checks. Staff were clear about their roles and had good management support throughout the service. Relatives and staff were encouraged to provide feedback regarding the service and an open-door policy was promoted. The provider and registered manager placed an emphasis on continuously improving the service. The service worked closely with other care providers and healthcare professionals to meet people's needs.