# North STSS (Short Term Support Service) Berwick

*Operated by Northumberland County Council.*

North STSS (Short Term Support Service) Berwick is a CQC-regulated home-care agency in Berwick Upon Tweed.

## CQC Ratings

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

Rating published: 06/09/2023

## Practical info

- Postcode: TD15 1ED
- Registered manager: Potter, Natasha
- Local authority: Northumberland
- Region: North East
- City: Berwick Upon Tweed
- Last CQC check: 06/Sep/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Responsive end of life care signposting; Macmillan social worker described the service as 'absolutely amazing'
  - Published: 2021-10-30
- Finding
  - Privacy, dignity and confidentiality upheld; staff knocked before entering and avoided faxing referrals for data protection
  - Published: 2021-10-30
- Finding
  - Care planned proactively in partnership with people; inclusive involvement so people felt consulted, listened to and valued
  - Published: 2021-10-30
- Finding
  - Staff exceptional at enabling independence; every small step documented in care plans
  - Published: 2021-10-30

### effective

- Finding
  - People supported to achieve independence with nutritional needs; in-house physiotherapists and OTs available
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act principles followed; verbal consent sought before every care task
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Links to local authority disability and LGBTQ networks and specific staff wellbeing policies
  - Published: 2023-09-06
- Finding
  - Evidence: Regular feedback sought from people and relatives to drive continuous improvement
  - Published: 2023-09-06
- Finding
  - Evidence: Open, inclusive culture with debriefs and reflective practice embedded following incidents
  - Published: 2023-09-06
- Finding
  - Evidence: Strong registered manager oversight with clear deputising arrangements and weekly MDT attendance
  - Published: 2023-09-06
- Finding
  - Evidence: Proactive partnership working with external professionals including hospitals, social workers and nurses
  - Published: 2023-09-06
- Finding
  - Evidence: Stable, mutually supportive staff team with continuity of care for people using the service
  - Published: 2023-09-06

### responsive

- Finding
  - Social isolation addressed through partnership with support planners and referral to community activities
  - Published: 2021-10-30
- Finding
  - Weekly supervisor reviews; quarterly 'Two minutes of your time' surveys; complaints procedure with lessons learnt documented
  - Published: 2021-10-30
- Finding
  - Multiple accessible referral routes including self-referral; research-based assessment tools used for best outcomes
  - Published: 2021-10-30
- Finding
  - Exceedingly flexible visit scheduling with no clock-watching; calls extended as needed to meet individual needs
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-09-06
- Finding
  - Preventing and controlling infection
  - Published: 2023-09-06
- Finding
  - Using medicines safely
  - Published: 2023-09-06
- Finding
  - Staffing and recruitment
  - Published: 2023-09-06
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-09-06
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-09-06

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
  - Published: 2023-09-06
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Working in partnership with others
  - Published: 2023-09-06
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-09-06
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering; Continuous learning and improving care
  - Published: 2023-09-06
- Finding
  - Good practice shared with other providers; placements offered to therapy students; community partnerships with food bank and falls programme
  - Published: 2021-10-30
- Finding
  - NICE guidance fully adopted; integrated model reduced long-term care need (only 78 of 944 referrals required ongoing care)
  - Published: 2021-10-30
- Finding
  - Strong continuous improvement culture; all aspects audited, action plans produced, 'You said, we did' reports completed
  - Published: 2021-10-30
- Finding
  - Registered manager highly regarded by staff and professionals; integrated health and social care leadership model
  - 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/1-2567502061

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