# New Key

*Operated by KPW Newkey Ltd.*

New Key is a CQC-regulated home-care agency in Totnes.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Outstanding |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Outstanding |
| Well-led | Outstanding |

Rating published: 09/06/2023

## Practical info

- Postcode: TQ9 5AL
- Registered manager: Mayhew-Edwards, Lisa
- Local authority: Devon
- Region: South West
- City: Totnes
- Last CQC check: 09/Jun/2023 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Independent external agency run by people with learning disabilities used to obtain independent quality feedback
  - Published: 2023-06-09
- Finding
  - Evidence: Healthcare passports used to support effective communication with external professionals
  - Published: 2023-06-09
- Finding
  - Evidence: Staff supported to develop careers with promotion opportunities; staff felt motivated and valued
  - Published: 2023-06-09
- Finding
  - Evidence: Strong community presence and active partnership working with local authorities and other agencies
  - Published: 2023-06-09
- Finding
  - Evidence: Empowering people to control their own budgets and personalise their weekly support
  - Published: 2023-06-09
- Finding
  - Evidence: Comprehensive quality assurance system embedded into staff practice with regular audits by staff, manager and provider
  - Published: 2023-06-09
- Finding
  - Evidence: Robust safeguarding systems with root-cause analysis to prevent recurrence
  - Published: 2023-06-09
- Finding
  - Evidence: Long-serving staff teams with strong, trusted relationships with the people they support
  - Published: 2023-06-09
- Finding
  - Evidence: Outstanding responsiveness including innovative approaches such as virtual introductions during the pandemic and bespoke activity planning
  - Published: 2023-06-09
- Finding
  - Evidence: Exceptional person-centred care with staff deeply committed to people's goals, aspirations and independence
  - Published: 2023-06-09

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-06-09
- Finding
  - Supporting people to develop and maintain relationships and take part in activities
  - Published: 2023-06-09
- Finding
  - Meeting people's communication needs
  - Published: 2023-06-09
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-06-09

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-06-09
- Finding
  - Using medicines safely
  - Published: 2023-06-09
- Finding
  - Staffing and recruitment
  - Published: 2023-06-09
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-06-09
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-06-09

### well_led

- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-06-09
- Finding
  - Engaging and involving people, the public and staff; working in partnership with others
  - Published: 2023-06-09
- Finding
  - Managers and staff being clear about their roles; continuous learning and improving care
  - Published: 2023-06-09
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-06-09

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-117596032

HomeCare Compass is an independent guide and is not affiliated with the CQC.