# United Response - Newcastle DCA

*Operated by United Response.*

United Response - Newcastle DCA is a CQC-regulated home-care agency in Newcastle Upon Tyne.

## CQC Ratings

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

Rating published: 05/01/2023

## Practical info

- Postcode: NE6 1AB
- Registered manager: Wright, Denise
- Local authority: Newcastle upon Tyne
- Region: North East
- City: Newcastle Upon Tyne
- Last CQC check: 05/Jan/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-01-05
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-01-05
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-01-05
- Finding
  - Staff support, training, skills and experience
  - Published: 2023-01-05
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-01-05

### Other

- Finding
  - Evidence: Provider engaged with Oliver McGowan training and Skills for Care membership for continuous learning.
  - Published: 2023-01-05
- Finding
  - Evidence: Positive, caring culture with permanent staff described as kind, caring and professional by relatives.
  - Published: 2023-01-05
- Finding
  - Evidence: Strong partnership working with advocacy organisations and health and social care agencies.
  - Published: 2023-01-05
- Finding
  - Evidence: Health passports used to support people with healthcare professionals in a person-centred way.
  - Published: 2023-01-05
- Finding
  - Evidence: Staff worked within MCA principles, supporting people in the least restrictive way possible.
  - Published: 2023-01-05
- Finding
  - Evidence: People's needs and choices were fully assessed and care delivered in line with standards and law.
  - Published: 2023-01-05
- Finding
  - Evidence: Active recruitment drive with robust DBS and reference checks to fill vacancies safely.
  - Published: 2023-01-05
- Finding
  - Evidence: Robust safeguarding systems in place; staff trained and knowledgeable about reporting abuse.
  - Published: 2023-01-05
- Finding
  - Evidence: Staff focused on people's strengths and promoted independence, encouraging community participation.
  - Published: 2023-01-05
- **infection_control** _(minor)_
  - Evidence: One service did not have an appropriate risk assessment in place regarding non-use of mask wearing with some people using the service.
  - Published: 2023-01-05
- **communication_with_families** _(minor)_
  - Evidence: One relative said, 'I have phoned the office many times and sometimes they don't pass the message on.'
  - Published: 2023-01-05
- **staff_training** _(moderate)_
  - Evidence: Not all staff had received all their ongoing training in line with the providers policies. The training matrix was not fully accurate.
  - Published: 2023-01-05
- **supervision_appraisal** _(minor)_
  - Evidence: Some of the management team admitted one to one supervision sessions and team meetings were behind usual timescales.
  - Published: 2023-01-05

### safe

- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-01-05
- Finding
  - Preventing and controlling infection
  - Published: 2023-01-05
- Finding
  - Staffing and recruitment
  - Published: 2023-01-05
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-01-05
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-01-05
- Finding
  - Using medicines safely
  - Published: 2023-01-05

### well_led

- Finding
  - Continuous learning and improving care
  - Published: 2023-01-05
- Finding
  - Working in partnership with others
  - Published: 2023-01-05
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-01-05
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-01-05
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-01-05
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-01-05

## 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/1-454648488

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