Operated by Hales Group Limited

Hales Group Limited - North East

Not RatedHome care · Gateshead

CQC Key Questions

Safe

Not Rated

People are protected from abuse and avoidable harm.

Effective

Not Rated

Care achieves good outcomes and quality of life.

Caring

Not Rated

Staff treat people with compassion, dignity, respect.

Responsive

Not Rated

Services are tailored to people's needs.

Well-led

Not Rated

Leadership and culture support quality care.

What inspectors found

30 findings

Note1 Sept 2022
Ensuring consent to care and treatment in line with law and guidance
Note1 Sept 2022
Supporting people to live healthier lives
Note1 Sept 2022
Assessing people's needs and choices
Note1 Sept 2022
Staff support: induction, training, skills and experience
Note1 Sept 2022
Supporting people to eat and drink enough to maintain a balanced diet

Note1 Sept 2022
Positive feedback about direct care staff being friendly and caring
Note1 Sept 2022
Service no longer in Special Measures
Note1 Sept 2022
Staff worked closely with healthcare professionals and other agencies
Note1 Sept 2022
Care records electronic, up-to-date and person-centred
Note1 Sept 2022
Infection control systems in place with PPE available and used
Note1 Sept 2022
Staff received regular supervision and described management as approachable
Note1 Sept 2022
Staff training improved including Care Certificate induction and specialist training
Note1 Sept 2022
Substantial reduction in safeguarding concerns; no longer in breach of Regulation 13
Note1 Sept 2022
Safe and effective recruitment practices were followed
Note1 Sept 2022
Improvements made to medicines management; no longer in breach of Regulation 12
criticalother1 Sept 2022
People were not always supported to have enough to eat and drink at regular intervals.
moderateleadership1 Sept 2022
the service management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.
moderatecomplaints_handling1 Sept 2022
Complaining and getting a response is a lottery but the issues are not resolved.
moderateincident_learning1 Sept 2022
the provider had failed to ensure learning and take decisive action to improve the care people received.

Note1 Sept 2022
Learning lessons when things go wrong
Note1 Sept 2022
Preventing and controlling infection
Note1 Sept 2022
Assessing risk, safety monitoring and management
Note1 Sept 2022
Systems and processes to safeguard people from the risk of abuse
Note1 Sept 2022
Using medicines safely
Note1 Sept 2022
Staffing and recruitment

Note1 Sept 2022
Working in partnership with others
Note1 Sept 2022
Continuous learning and improving care
Note1 Sept 2022
Engaging and involving people using the service, the public and staff
Note1 Sept 2022
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note1 Sept 2022
Managers and staff being clear about their roles and quality performance