Operated by New Hope Community Healthcare Limited

New Hope Community Healthcare

Requires improvementRated 28/04/2022Home care · Stevenage

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Requires improvement

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Requires improvement

Leadership and culture support quality care.

What inspectors found

30 findings

Note19 May 2022
Respecting and promoting people's privacy, dignity and independence
Note19 May 2022
Supporting people to express their views and be involved in making decisions about their care
Note19 May 2022
Ensuring people are well treated and supported; respecting equality and diversity

Note19 May 2022
Assessing people's needs and choices; delivering care in line with standards
Note19 May 2022
Supporting people to eat and drink enough to maintain a balanced diet
Note19 May 2022
Ensuring consent to care and treatment in line with law and guidance
Note19 May 2022
Staff support: induction, training, skills and experience

Note19 May 2022
Up to date DBS checks completed as part of recruitment
Note19 May 2022
Effective complaints handling when issues were raised with the registered manager
Note19 May 2022
Person-centred care delivery with focus on mental and emotional well-being
Note19 May 2022
Medication administration records were complete with no gaps
Note19 May 2022
Registered manager was approachable and supportive of staff, providing regular supervisions and team meetings
Note19 May 2022
Care visits were at times people wanted with staff they were happy with

Note19 May 2022
Improving care quality in response to complaints or concerns
Note19 May 2022
End of life care and support
Note19 May 2022
Supporting people to develop and maintain relationships to avoid social isolation
Note19 May 2022
Meeting people's communication needs
Note19 May 2022
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note19 May 2022
Learning lessons when things go wrong
Note19 May 2022
Staffing and recruitment
Note19 May 2022
Using medicines safely
Note19 May 2022
Assessing risk, safety monitoring and management
Note19 May 2022
Systems and processes to safeguard people from the risk of abuse

Note19 May 2022
Engaging and involving people using the service, the public and staff
Note19 May 2022
How the provider understands and acts on the duty of candour
Note19 May 2022
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note19 May 2022
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements

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

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