Operated by Northumberland County Council

North STSS (Short Term Support Service) Berwick

OutstandingRated 9 Jun 2023Home care · Berwick Upon Tweed

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Outstanding

Staff treat people with compassion, dignity, respect.

Responsive

Outstanding

Services are tailored to people's needs.

Well-led

Good

Leadership and culture support quality care.

What inspectors found

30 findings

Note30 Oct 2021
Responsive end of life care signposting; Macmillan social worker described the service as 'absolutely amazing'
Note30 Oct 2021
Privacy, dignity and confidentiality upheld; staff knocked before entering and avoided faxing referrals for data protection
Note30 Oct 2021
Care planned proactively in partnership with people; inclusive involvement so people felt consulted, listened to and valued
Note30 Oct 2021
Staff exceptional at enabling independence; every small step documented in care plans

Note30 Oct 2021
People supported to achieve independence with nutritional needs; in-house physiotherapists and OTs available
Note30 Oct 2021
Mental Capacity Act principles followed; verbal consent sought before every care task

Note6 Sept 2023
Links to local authority disability and LGBTQ networks and specific staff wellbeing policies
Note6 Sept 2023
Regular feedback sought from people and relatives to drive continuous improvement
Note6 Sept 2023
Open, inclusive culture with debriefs and reflective practice embedded following incidents
Note6 Sept 2023
Strong registered manager oversight with clear deputising arrangements and weekly MDT attendance
Note6 Sept 2023
Proactive partnership working with external professionals including hospitals, social workers and nurses
Note6 Sept 2023

Note30 Oct 2021
Social isolation addressed through partnership with support planners and referral to community activities
Note30 Oct 2021
Weekly supervisor reviews; quarterly 'Two minutes of your time' surveys; complaints procedure with lessons learnt documented
Note30 Oct 2021
Multiple accessible referral routes including self-referral; research-based assessment tools used for best outcomes
Note30 Oct 2021
Exceedingly flexible visit scheduling with no clock-watching; calls extended as needed to meet individual needs

Note6 Sept 2023
Learning lessons when things go wrong
Note6 Sept 2023
Preventing and controlling infection
Note6 Sept 2023
Using medicines safely
Note6 Sept 2023
Staffing and recruitment
Note6 Sept 2023
Assessing risk, safety monitoring and management
Note6 Sept 2023
Systems and processes to safeguard people from the risk of abuse

Note6 Sept 2023
Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
Note6 Sept 2023
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Working in partnership with others
Note6 Sept 2023
How the provider understands and acts on the duty of candour
Note6 Sept 2023
Promoting a positive culture that is person-centred, open, inclusive and empowering; Continuous learning and improving care
Note30 Oct 2021
Good practice shared with other providers; placements offered to therapy students; community partnerships with food bank and falls programme
Note

Source: CQC inspection reports under the Open Government Licence v3.0.

Practical info

OutstandingGoodRequires improvementInadequateNot ratedCluster (mixed)

Comparable agencies nearby

Run by Care Line Homecare Limited

Good0.3 km awayNorthumberland

Registered manager: Russell, Danielle

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