# New Hope Care Ltd

New Hope Care Ltd is a CQC-regulated home-care agency in Oldbury.

## CQC Ratings

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

Rating published: 06/01/2024

## Practical info

- Postcode: B68 8AE
- Registered manager: Cheza, Patrick
- Local authority: Sandwell
- Region: West Midlands
- City: Oldbury
- Last CQC check: 06/Jan/2024 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Management team were receptive to feedback and demonstrated commitment to improvement.
  - Published: 2024-01-06
- Finding
  - Evidence: Staff followed safe infection prevention and control practices.
  - Published: 2024-01-06
- Finding
  - Evidence: No missed or late calls were found at this inspection, an improvement from the previous inspection.
  - Published: 2024-01-06
- Finding
  - Evidence: People and relatives spoke positively about the care manager and operations manager, describing them as approachable and responsive.
  - Published: 2024-01-06
- Finding
  - Evidence: Staff promoted equality and diversity and understood people's cultural needs.
  - Published: 2024-01-06
- Finding
  - Evidence: Staff had a good understanding of safeguarding and knew how to report concerns.
  - Published: 2024-01-06
- Finding
  - Evidence: People were supported by a consistent staff team who knew them well and understood their needs.
  - Published: 2024-01-06
- **person_centred_care** _(moderate)_
  - Evidence: the provider could not evidence how people were supported to understand their right to choose a different provider without this affecting their tenancy.
  - Published: 2024-01-06
- **staffing_levels** _(moderate)_
  - Evidence: The guidance in place for staff to follow in the event of a fire did not consider the reduced staffing levels at night or people's individual support needs.
  - Published: 2024-01-06
- **staff_training** _(moderate)_
  - Evidence: some staff had not received training in relation to some of the medical conditions of the people they supported. This included, epilepsy, diabetes, and catheter care.
  - Published: 2024-01-06
- **incident_learning** _(moderate)_
  - Evidence: not all accident and incidents records were reviewed by the senior management team to review the details and to assess if any further action was required to reduce known risks.
  - Published: 2024-01-06
- **record_keeping** _(moderate)_
  - Evidence: Audits of care records and risk assessments did not identify they were not always reflective of people's current needs or person centred to guide staff.
  - Published: 2024-01-06
- **governance** _(critical)_
  - Evidence: medicine audits did not identify the shortfalls we found in relation to the safe management of peoples medicines.
  - Published: 2024-01-06
- **care_planning** _(critical)_
  - Evidence: Risk assessments and care plans were not always in place to guide staff on how to support people with their medical needs. This included a lack of guidance on the support people needed with epilepsy and diabetes.
  - Published: 2024-01-06
- **medication_management** _(critical)_
  - Evidence: when we checked the physical stock balance of medicines these did not correspond with what had been administered. Records did not show what the current stock balance should be.
  - Published: 2024-01-06

## 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/1-2287168462

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