# North STSS (Short Term Support Service) Alnwick

*Operated by Northumberland County Council.*

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

## CQC Ratings

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

Rating published: 07/03/2024

## Practical info

- Postcode: NE66 2ER
- Registered manager: Davison, Susan
- Local authority: Northumberland
- Region: North East
- City: Alnwick
- Last CQC check: 07/Mar/2024 - 00:00

## Inspection findings

### caring

- Finding
  - Religious, spiritual and equality needs documented; advocacy services signposted
  - Published: 2021-10-30
- Finding
  - Independence goals set collaboratively; weekly progress recorded
  - Published: 2021-10-30
- Finding
  - Privacy and dignity embedded in practice; people highly positive about respectful care
  - Published: 2021-10-30
- Finding
  - People involved in care planning; preferences and choices clearly documented
  - Published: 2021-10-30

### effective

- Finding
  - Mental Capacity Act 2005 principles followed; consent documented
  - Published: 2021-10-30
- Finding
  - Comprehensive baseline assessment on referral; urgent referrals responded to within two hours
  - Published: 2021-10-30
- Finding
  - Supervisions at least every four months; annual appraisal with six-month review and workplace observation
  - Published: 2021-10-30
- Finding
  - Staff induction, mandatory training up to date, monitored regularly
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: No complaints received; overwhelmingly positive feedback from people, relatives and healthcare professionals
  - Published: 2025-12-12
- Finding
  - Evidence: Safe recruitment processes and enhanced staff training including falls prevention above care certificate standard
  - Published: 2025-12-12
- Finding
  - Evidence: Sufficient staffing levels with people reporting staff were never rushed and often exceeded allocated visit times
  - Published: 2025-12-12
- Finding
  - Evidence: Continuous improvement driven by regular '2 minutes of your time' staff and people feedback surveys
  - Published: 2025-12-12
- Finding
  - Evidence: Service-specific induction process ensuring new staff rapidly acquire relevant skills and build client relationships
  - Published: 2025-12-12
- Finding
  - Evidence: Strong positive staff culture with staff feeling valued, supported and proud of outcomes achieved for people
  - Published: 2025-12-12
- Finding
  - Evidence: Innovative programmes including hospital-based reablement support, occupational therapy student placements, and the Home Safe Support Team (HSST)
  - Published: 2025-12-12
- Finding
  - Evidence: Proactive quality assurance using NICE standards aligned to an internal audit framework with performance exceeding expectations
  - Published: 2025-12-12
- Finding
  - Evidence: Outstanding partnership working with local health, social and voluntary organisations including Northumbria Healthcare Trust Community Falls Strategy
  - Published: 2025-12-12
- Finding
  - Evidence: Exceptionally personalised, person-centred reablement care with people supported to achieve independence goals
  - Published: 2025-12-12
- **record_keeping** _(minor)_
  - Evidence: Records for 'as required' medicines had been identified as needing an update by the provider. The provider was working with a medicines specialist to improve in this area.
  - Published: 2025-12-12

### responsive

- Finding
  - Complaints and concerns actively encouraged via 'Have your say' sheets; one concern resolved satisfactorily
  - Published: 2021-10-30
- Finding
  - End of life care supported; staff trained and policies in place
  - Published: 2021-10-30
- Finding
  - Research-based assessment tools (COPM, Tinetti) used for proactive person-centred care planning
  - Published: 2021-10-30
- Finding
  - Exceptionally flexible service; staff walked through snow to ensure no missed visits
  - Published: 2021-10-30

### safe

- Finding
  - Infection control: annual and quarterly audits carried out
  - Published: 2021-10-30
- Finding
  - Medicines management: policy, training, annual competency checks and weekly reviews in place
  - Published: 2021-10-30
- Finding
  - Safeguarding responsibilities understood; staff trained in protection of vulnerable adults
  - Published: 2021-10-30

### well_led

- Finding
  - Integrated model of care with NICE guidance adopted; collaborative partnerships with NHS, Red Cross, Age UK and local charities
  - Published: 2021-10-30
- Finding
  - Performance and quality assurance framework with audits, satisfaction surveys and quarterly CQC compliance action plans
  - Published: 2021-10-30
- Finding
  - Electronic monitoring system used to manage resources, punctuality, visit lengths and staff capacity
  - Published: 2021-10-30
- Finding
  - Open door policy; staff report fantastic support from management including out-of-hours on-call manager
  - 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/1-577508092

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