# New Hope Community Healthcare

*Operated by New Hope Community Healthcare Limited.*

New Hope Community Healthcare is a CQC-regulated home-care agency in Stevenage.

## CQC Ratings

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

Rating published: 28/04/2022

## Practical info

- Postcode: SG1 2DX
- Registered manager: Hope, Eliesha
- Local authority: Hertfordshire
- Region: East
- City: Stevenage
- Last CQC check: 28/Apr/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-05-19
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-05-19
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-05-19

### effective

- Finding
  - Assessing people's needs and choices; delivering care in line with standards
  - Published: 2022-05-19
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-05-19
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-05-19
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-05-19

### Other

- Finding
  - Evidence: Up to date DBS checks completed as part of recruitment
  - Published: 2022-05-19
- Finding
  - Evidence: Effective complaints handling when issues were raised with the registered manager
  - Published: 2022-05-19
- Finding
  - Evidence: Person-centred care delivery with focus on mental and emotional well-being
  - Published: 2022-05-19
- Finding
  - Evidence: Medication administration records were complete with no gaps
  - Published: 2022-05-19
- Finding
  - Evidence: Registered manager was approachable and supportive of staff, providing regular supervisions and team meetings
  - Published: 2022-05-19
- Finding
  - Evidence: Care visits were at times people wanted with staff they were happy with
  - Published: 2022-05-19
- Finding
  - Evidence: People felt safe and spoke positively about kind, respectful staff
  - Published: 2022-05-19
- **leadership** _(moderate)_
  - Evidence: The registered manager and provider were not always clear about their role in terms of quality monitoring and knowing the regulatory requirements.
  - Published: 2022-05-19
- **record_keeping** _(moderate)_
  - Evidence: Their care plan, risk assessment, and reviews did not explain this risk, what advice professionals had given, and how this need was to be managed by staff.
  - Published: 2022-05-19

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-05-19
- Finding
  - End of life care and support
  - Published: 2022-05-19
- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2022-05-19
- Finding
  - Meeting people's communication needs
  - Published: 2022-05-19
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-05-19

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-05-19
- Finding
  - Staffing and recruitment
  - Published: 2022-05-19
- Finding
  - Using medicines safely
  - Published: 2022-05-19
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-05-19
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-05-19

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-05-19
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2022-05-19
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-05-19
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-05-19

## 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/1-6715233778

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