Background to this inspection
Updated
15 January 2022
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 25 November 2021 and ended on 9 December 2021. We visited the office location on 26 November 2021.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We reviewed all the information we had about the service. This included any notifications of significant events. Notifications are information about important events which the provider is required to send us by law.
During the inspection
We visited the service and met with the registered manager. We reviewed documentation in relation to the running of the service and policies and procedures. We also met with the senior office staff member and nurse supporting the service. We reviewed recruitment information for three staff members.
After the inspection
Following the inspection, we spoke with an additional three staff members, one relative and two people via video link. We reviewed three care plans and additional information requested from the provider including staff training records and further audit information.
Updated
15 January 2022
About the service
Newcross Healthcare Solutions Limited (Surrey Service) provides personal care and nursing support to people in their own homes. 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. At the time of our inspection the service was supporting 3 people with personal care needs.
People’s experience of using this service and what we found
We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.
The service was able to demonstrate how they were the underpinning principles of Right support, right care, right culture.
Right support: People had choice and control. They were supported to live as independently as possible in their own home.
Right care: People were supported by staff who knew them well and provided care with respect and dignity. People’s individual interests and beliefs were respected, and outcomes were agreed with people.
Right culture: There was a positive culture of empowerment and kindness throughout the service. The provider had stated values which were known and worked towards by all staff.
People felt safe when being supported by staff. All staff completed safeguarding training and were able to describe how to report concerns. Risks to people’s safety and well-being were assessed and control measures agreed to keep them safe. Staff were recruited safely, and sufficient staff were available to support people’s visits. Systems were in place to monitor and review accidents and incidents to minimise the risk of them happening again. Infection prevention and control systems were in place and regularly reviewed in line with COVID-19 government guidance.
Staff felt the training they received supported them in their roles. People’s healthcare needs were recorded in detail and support provided to access healthcare when required. A nurse supported the service and was on-hand to provide advice and contribute to care planning. 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 received support from a stable, consistent staff team who knew them well. Staff treated people with kindness and were aware of how they preferred their support to be provided. Staff were able to demonstrate how they supported people with dignity and respected their homes. Staff supported people to spend their time in ways they enjoyed including going shopping, for meals and to local groups.
There was a strong sense of leadership and shared values throughout the service. Staff felt supported both within the service and by the organisation as a whole. The registered manager and staff worked well with a range of organisations to ensure people received holistic care which was in line with their desired outcomes.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 08/03/2017 and this is the first inspection.
Why we inspected
This was a planned comprehensive inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.