# Newcross Healthcare Solutions Limited - South Devon and Cornwall

*Operated by Newcross Healthcare Solutions Limited.*

Newcross Healthcare Solutions Limited - South Devon and Cornwall is a CQC-regulated home-care agency in Plymouth.

## CQC Ratings

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

Rating published: 02/08/2019

## Practical info

- Postcode: PL6 5WR
- Registered manager: Clifford, Jessica
- Local authority: Plymouth
- Region: South West
- City: Plymouth
- Last CQC check: 02/Aug/2019 - 00:00

## Inspection findings

### caring

- Finding
  - People and relatives were encouraged to express views and make decisions about their care.
  - Published: 2020-01-29
- Finding
  - Staff were compassionate, respected dignity and privacy, and supported people's independence and wellbeing.
  - Published: 2020-01-29

### effective

- Finding
  - Staff understood and applied MCA principles; consent was sought before providing care.
  - Published: 2020-01-29
- Finding
  - Staff training was individualised and competency-assessed; staff supported people effectively including health monitoring.
  - Published: 2020-01-29

### Other

- Finding
  - Evidence: Healthcare professionals described the registered manager and senior staff as supportive, responsive and receptive to advice.
  - Published: 2020-01-29
- Finding
  - Evidence: The service complied with The Accessible Information Standard (AIS).
  - Published: 2020-01-29
- Finding
  - Evidence: People receiving end of life care had plans in place and staff felt well supported when providing end of life care.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints and incidents were monitored and used to drive improvement across the organisation.
  - Published: 2020-01-29
- Finding
  - Evidence: The computer system alerted office staff if a scheduled visit had not been attended, helping prevent missed visits.
  - Published: 2020-01-29
- Finding
  - Evidence: People and relatives spoke highly of staff; staff demonstrated compassion and treated people as individuals.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff training was designed around individual people's needs, including training delivered by healthcare professionals.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were recruited safely and matched carefully to people according to skills, knowledge and experience.
  - Published: 2020-01-29
- **person_centred_care** _(moderate)_
  - Evidence: people's hopes, dreams and aspirations, and what steps staff needed to take to support people with these, were not always recorded.
  - Published: 2020-01-29
- **governance** _(moderate)_
  - Evidence: The registered manager did not have a clear plan in place that showed how they were monitoring all aspects of the service.
  - Published: 2020-01-29
- **governance** _(critical)_
  - Evidence: there were no records showing how the provider monitored records relating to people's care, such as care plans and risk assessments, to ensure they met the standards required.
  - Published: 2020-01-29
- **care_planning** _(critical)_
  - Evidence: one person was fed through their stomach but their risk assessment did not detail that they sometimes chose to eat solid food which would increase their risk of choking.
  - Published: 2020-01-29
- **care_planning** _(moderate)_
  - Evidence: care plans did not always reflect people's preferences for how their care and support was provided, the routines they liked to follow or their wishes and aspirations.
  - Published: 2020-01-29
- **record_keeping** _(critical)_
  - Evidence: The provider had not ensured accurate and contemporaneous records were held about each person's needs in order to reduce risks to them. This is a breach of Regulation 17
  - Published: 2020-01-29

### responsive

- Finding
  - People were supported to be socially and cognitively active and information was provided in accessible formats.
  - Published: 2020-01-29
- Finding
  - Care plans did not always detail people's preferences, routines or aspirations consistently.
  - Published: 2020-01-29
- Finding
  - End of life care and support
  - Published: 2019-08-02

### safe

- Finding
  - Staff understood safeguarding responsibilities and were recruited safely.
  - Published: 2020-01-29
- Finding
  - Risk assessments did not always reflect all risks or contain sufficient guidance for staff on managing them.
  - Published: 2020-01-29

### well_led

- Finding
  - Feedback, complaints and incidents were monitored and used to drive organisational improvement.
  - Published: 2020-01-29
- Finding
  - No clear plan existed to regularly monitor all aspects of the service including care records and risk assessments.
  - Published: 2020-01-29
- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2019-08-02
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2019-08-02
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2019-08-02
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2019-08-02
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2019-08-02

## 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/1-3779700406

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