Archived: Newcross Healthcare Solutions Limited (Dorset & Hampshire Service)

Updated 1 August 2019

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 and a children’s specialist nurse advisor.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

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 12 July 2019 and ended on 16 July 2019. We visited the office location on 12 July 2019 and 15 July 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who worked with the service. 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 used all of this information to plan our inspection.

During the inspection

We met with two people who used the service and spoke with nine relatives about their experience of the care provided. We spoke with ten members of staff including the nominated individual, registered manager, care coordinator, team leader and care workers.

We reviewed a range of records. This included seven people’s care records and medication records. We looked at seven staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at policies and quality assurance records. We received feedback from three professionals who regularly worked with the service.

Updated 1 August 2019

About the service

Newcross Healthcare Solutions Limited (Bournemouth) is a domiciliary care agency providing personal care and support to people in their own homes. It provides a service to older and younger disabled adults and to children. At the time of inspection, the service was providing care to 17 people.

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.

People’s experience of using this service and what we found

There were not always enough staff to meet the agreed hours. However, the service was in constant communication with the commissioners, people and their families to resolve the issue.

People felt safe. Staff training, and policies ensured people were safe. Staff knew how to recognise signs of abuse and who to report concerns to.

Medicines were managed safely, and lessons were learnt when things went wrong.

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 access to healthcare professionals when needed and the service had on call nurses to support clinical care.

People told us staff were kind and caring and treated them with respect.

Care plans were personalised and met the needs of people in a variety of ways both practically and emotionally.

People thought the service was well led. We received compliments about the support and leadership of the service.

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

Rating at last inspection

The last rating for this service was good (published 27 June 2018).

Why we inspected

The inspection was prompted in part due to concerns received about staffing in regards training, competency and supervision. A decision was made for us to inspect and examine those risks.

We found no evidence during this inspection that people were at risk of harm from this concern.

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.