Operated by KPW Newkey Ltd

New Key

OutstandingRated 6 Sept 2023Home care · Totnes

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Outstanding

Services are tailored to people's needs.

Well-led

Outstanding

Leadership and culture support quality care.

What inspectors found

23 findings

Note9 Jun 2023
Independent external agency run by people with learning disabilities used to obtain independent quality feedback
Note9 Jun 2023
Healthcare passports used to support effective communication with external professionals
Note9 Jun 2023
Staff supported to develop careers with promotion opportunities; staff felt motivated and valued
Note9 Jun 2023
Strong community presence and active partnership working with local authorities and other agencies
Note9 Jun 2023
Empowering people to control their own budgets and personalise their weekly support
Note9 Jun 2023
Comprehensive quality assurance system embedded into staff practice with regular audits by staff, manager and provider
Note9 Jun 2023
Robust safeguarding systems with root-cause analysis to prevent recurrence
Note9 Jun 2023
Long-serving staff teams with strong, trusted relationships with the people they support
Note9 Jun 2023
Outstanding responsiveness including innovative approaches such as virtual introductions during the pandemic and bespoke activity planning
Note9 Jun 2023
Exceptional person-centred care with staff deeply committed to people's goals, aspirations and independence

Note9 Jun 2023
Improving care quality in response to complaints or concerns
Note9 Jun 2023
Supporting people to develop and maintain relationships and take part in activities
Note9 Jun 2023
Meeting people's communication needs
Note9 Jun 2023
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note9 Jun 2023
How the provider understands and acts on the duty of candour
Note9 Jun 2023
Engaging and involving people, the public and staff; working in partnership with others
Note9 Jun 2023
Managers and staff being clear about their roles; continuous learning and improving care
Note9 Jun 2023
Promoting a positive culture that is person-centred, open, inclusive and empowering

Source: CQC inspection reports under the Open Government Licence v3.0.

Practical info