Caremark Newcastle

Not everyone who uses the service may receive 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.

Rota management was becoming better managed, to ensure people received timely and consistent care from the same staff.

Electronic care planning had been introduced and records provided improved guidance to ensure people received person-centred care.

Risks were assessed and mitigated to keep people safe. Improvements had been made to staff recruitment to ensure it was safe and effective. Improvements were being made and people were correctly supported with their medicines.

Staff were becoming better trained. They worked well with other agencies to ensure people received appropriate care and support. Staff were supported by the organisation and were aware of their responsibility to share any concerns about the care provided.

The provider was monitoring the use of PPE for effectiveness and people's safely.

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.

All people and relatives were complimentary about the direct care provided by support staff. A person told us, "Staff talk to me and have a laugh and giggle" and "The girls absolutely care without a shadow of a doubt."

Improvements had been made to the quality assurance systems to ensure people received safe and person- centred care with their views being taken into account. Effective systems were being put into place to ensure people were central to the delivery of their care.

We have made a recommendation about ensuring a formal system of external scrutiny to strengthen the governance of the service.