Archived: CRG Homecare - Newcastle

Updated 2 February 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 19 and 20 December 2018 and was announced. One adult social care inspector and an expert by experience formed the inspection team. An expert by experience is a person who has personal experience of using, or caring for someone who uses this type of care service.

We visited the provider’s office on 19 December 2018 to speak with the registered manager and office staff; and to review care records and policies and procedures. We spoke by telephone with 13 people who used the service and one family member. On 20 December 2018, we spoke with four staff members by telephone.

Before we visited the service we checked the information we held about this location and the service provider, for example, inspection history, statutory notifications and complaints. A notification is information about important events which the service is required to send to CQC by law. We contacted professionals involved in caring for people who used the service, including commissioners and safeguarding staff. We also contacted Healthwatch. Healthwatch is the local consumer champion for health and social care services. They give consumers a voice by collecting their views, concerns and compliments through their engagement work. Information provided by these professionals was used to inform the inspection.

We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

Updated 2 February 2019

This inspection took place on 19 and 20 December 2018. The inspection was announced. We gave the provider 48 hours' notice to ensure someone would be available at the office to speak with and show us records.

CRG Homecare Gateshead is a domiciliary care agency. It provides personal care to adults living in their own houses and flats in the community.

Not everyone using CRG Homecare Gateshead receives the regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. On the days of our inspection there were 130 people using the service.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Accidents and incidents were appropriately recorded and risk assessments were in place. Staff understood their responsibilities with regard to safeguarding and had been trained in protecting vulnerable adults.

Appropriate arrangements were in place for the safe administration of medicines.

There were enough staff on duty to meet the needs of people. The provider had processes in place for monitoring and auditing call visit data such as missed calls, timeliness and duration.

The provider had an effective recruitment and selection procedure in place and carried out relevant vetting checks when they employed staff. Staff were suitably trained and received regular supervisions and appraisals.

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’s needs were assessed before they started using the service. People were supported with their dietary and healthcare needs, and support plans were written in a person-centred way. Person-centred means ensuring the person is at the centre of any care or support and their individual wishes, needs and choices were considered.

People and were complimentary about the standard of care provided by CRG Homecare Gateshead. Staff treated people with dignity and respect and helped to maintain people’s independence by encouraging them to care for themselves where possible.

People were protected from social isolation and supported to access the local community.

The provider had a complaints procedure in place, and people were aware of how to make a complaint.

The provider had an effective quality assurance process in place. Staff said they felt supported by the registered manager. People and staff were regularly consulted about the quality of the service.