# New Age Care

*Operated by New Age Care Limited.*

New Age Care is a CQC-regulated home-care agency in Warwick.

## CQC Ratings

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

Rating published: 31/01/2025

## Practical info

- Postcode: CV34 6WE
- Registered manager: Othman, Kelly
- Local authority: Warwickshire
- Region: West Midlands
- City: Warwick
- Last CQC check: 31/Jan/2025 - 00:00

## Inspection findings

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-11-16
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-11-16
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-11-16
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-11-16
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-11-16

### Other

- Finding
  - Evidence: People were asked about their preferences including choice of care staff gender, and staff were recognised through 'carer of the month' initiatives.
  - Published: 2023-11-16
- Finding
  - Evidence: Staff supported people to access healthcare services and worked effectively with GPs, community nurses and local authorities.
  - Published: 2023-11-16
- Finding
  - Evidence: A dedicated training lead was recruited to develop the training programme and embed learning through spot checks.
  - Published: 2023-11-16
- Finding
  - Evidence: Safe recruitment practices had improved, including DBS checks and written references.
  - Published: 2023-11-16
- Finding
  - Evidence: Staffing levels were adequate and people confirmed calls were not missed; late calls were communicated in advance.
  - Published: 2023-11-16
- Finding
  - Evidence: People and relatives spoke highly of the service and reported good relationships with consistent care staff.
  - Published: 2023-11-16
- **record_keeping** _(moderate)_
  - Evidence: Some MAR had gaps which meant we could not be sure those people had been given their medicines as prescribed.
  - Published: 2023-11-16
- **leadership** _(critical)_
  - Evidence: There remained no effective system of continuous improvement. There was a lack of effective reporting, investigation and referral of serious concerns.
  - Published: 2023-11-16
- **consent_capacity** _(moderate)_
  - Evidence: There was no formal assessment or best interest meeting to determine the best outcome for that person...staff deferred to family members instead of seeking that person's consent.
  - Published: 2023-11-16
- **care_planning** _(moderate)_
  - Evidence: On 9 October 2023 the provider told us they had supported a person with personal care and a personal care plan needed to be completed...this had still not been completed.
  - Published: 2023-11-16
- **care_planning** _(moderate)_
  - Evidence: For one person with diabetes, there was no care plan which meant staff did not have important information to know how to manage any high or low blood sugars.
  - Published: 2023-11-16
- **incident_learning** _(critical)_
  - Evidence: A serious injury was missed off July 2023 analysis. This meant the provider was not aware of all incidents to take appropriate steps to investigate.
  - Published: 2023-11-16
- **incident_learning** _(critical)_
  - Evidence: We identified 2 separate incidents that had not been captured in the provider's overall analysis of accidents and incidents.
  - Published: 2023-11-16
- **governance** _(critical)_
  - Evidence: Medicines audits were not always completed. Where those audits were completed, they failed to identify the issues we found.
  - Published: 2023-11-16

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-11-16
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-11-16
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-11-16
- Finding
  - Staffing and recruitment
  - Published: 2023-11-16
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-11-16
- Finding
  - Using medicines safely
  - Published: 2023-11-16

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-11-16
- Finding
  - Working in partnership with others
  - Published: 2023-11-16
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-11-16
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-11-16
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements
  - Published: 2023-11-16

## 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/1-12237125963

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