# Watergate House (office)

*Operated by Home Group Limited.*

Watergate House (office) is a CQC-regulated home-care agency in Gateshead.

## CQC Ratings

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

Rating published: 24/01/2023

## Practical info

- Postcode: NE11 0DG
- Local authority: Gateshead
- Region: North East
- City: Gateshead
- Last CQC check: 24/Jan/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-01-24
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-01-24
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-01-24

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-01-24
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives
  - Published: 2023-01-24
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-01-24
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law; Supporting people to eat and drink enough
  - Published: 2023-01-24

### Other

- Finding
  - Evidence: The management team engaged openly with staff and people to gather their views and drive improvement.
  - Published: 2023-01-24
- Finding
  - Evidence: Staff respected people's diversity, cultural needs and equality characteristics.
  - Published: 2023-01-24
- Finding
  - Evidence: Quality assurance surveys and audits were carried out, with the registered manager acting on findings.
  - Published: 2023-01-24
- Finding
  - Evidence: Complaints and concerns were dealt with appropriately and lessons were learned.
  - Published: 2023-01-24
- Finding
  - Evidence: People and relatives were involved in care planning and decisions about their care.
  - Published: 2023-01-24
- Finding
  - Evidence: Staff worked effectively with visiting healthcare professionals and referred people to services in a timely manner.
  - Published: 2023-01-24
- Finding
  - Evidence: Care records were person-centred, detailed and focused on promoting people's independence.
  - Published: 2023-01-24
- Finding
  - Evidence: Sufficient staff were recruited safely with all necessary pre-employment checks including DBS checks.
  - Published: 2023-01-24
- Finding
  - Evidence: People were safe from the risk of abuse with robust safeguarding policies, procedures and staff training in place.
  - Published: 2023-01-24

### responsive

- Finding
  - End of life care and support
  - Published: 2023-01-24
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-01-24
- Finding
  - Meeting people's communication needs
  - Published: 2023-01-24
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-01-24

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-01-24
- Finding
  - Staffing and recruitment
  - Published: 2023-01-24
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2023-01-24
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-01-24
- Finding
  - Using medicines safely
  - Published: 2023-01-24

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-01-24
- Finding
  - Continuous learning and improving care
  - Published: 2023-01-24
- Finding
  - Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
  - Published: 2023-01-24
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; duty of candour
  - Published: 2023-01-24
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-01-24

## 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/1-11933792381

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