# Age UK - Northumberland

*Operated by Age UK Northumberland.*

Age UK - Northumberland is a CQC-regulated home-care agency in Ashington.

## CQC Ratings

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

Rating published: 04/09/2019

## Practical info

- Postcode: NE63 9JZ
- Registered manager: Davies, Deborah
- Local authority: Northumberland
- Region: North East
- City: Ashington
- Last CQC check: 04/Sep/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Person-centred approach
  - Published: 2021-10-30
- Finding
  - Dignity and respect
  - Published: 2021-10-30

### effective

- Finding
  - Supervision and appraisal
  - Published: 2021-10-30
- Finding
  - Nutrition and hydration
  - Published: 2021-10-30
- Finding
  - Staff training
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act compliance
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: The service worked in partnership with other agencies and Age UK branches to share best practice.
  - Published: 2021-10-30
- Finding
  - Evidence: People reported an improvement in continuity and reliability of the service.
  - Published: 2021-10-30
- Finding
  - Evidence: The service was moving away from zero hours contracts to improve reliability and staff flexibility.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff had received training in safeguarding and demonstrated good understanding of their responsibilities.
  - Published: 2021-10-30
- Finding
  - Evidence: Care plans were person-centred, detailed and individualised with outcomes clearly documented.
  - Published: 2021-10-30
- Finding
  - Evidence: Regular supervision and appraisals were carried out and staff felt well supported.
  - Published: 2021-10-30
- Finding
  - Evidence: Specialist bespoke training was provided by visiting professionals for complex medical needs such as PEG feeding and catheter care.
  - Published: 2021-10-30
- Finding
  - Evidence: Risk assessments were up to date and covered both environmental and individual risks.
  - Published: 2021-10-30
- Finding
  - Evidence: Medicines were managed safely with a medicine profile in place and regular competency checks carried out.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff were consistently described as kind, caring, attentive and respectful by people and their relatives.
  - Published: 2021-10-30
- **staff_competency** _(minor)_
  - Evidence: Competency checks were not always documented but staff told us they had been assessed and that they had received appropriate training in this area.
  - Published: 2021-10-30
- **care_planning** _(minor)_
  - Evidence: care workers had adapted the care they provided to suit a person's changing needs, but this was not reflected in care records or reported back to office staff.
  - Published: 2021-10-30
- **complaints_handling** _(moderate)_
  - Evidence: Complaints records and responses varied in quality and detail. There was no standard recording format and the outcome of complaints...was not always recorded.
  - Published: 2021-10-30
- **record_keeping** _(moderate)_
  - Evidence: Recruitment records did not always demonstrate best practice had been followed in the recruitment of staff.
  - Published: 2021-10-30
- **consent_capacity** _(critical)_
  - Evidence: restrictions had been placed on them in their best interests and that covert medicine was in fact being administered...best interests' decisions had not been documented.
  - Published: 2021-10-30

### responsive

- Finding
  - Responsiveness to needs
  - Published: 2021-10-30
- Finding
  - Care planning and review
  - Published: 2021-10-30
- Finding
  - Complaints handling
  - Published: 2021-10-30

### safe

- Finding
  - Risk assessment
  - Published: 2021-10-30
- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Safeguarding
  - Published: 2021-10-30
- Finding
  - Recruitment
  - Published: 2021-10-30

### well_led

- Finding
  - Leadership stability
  - Published: 2021-10-30
- Finding
  - Governance and quality assurance
  - Published: 2021-10-30

## 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/1-133427268

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