# Hales Group Limited - North East

*Operated by Hales Group Limited.*

Hales Group Limited - North East is a CQC-regulated home-care agency in Gateshead.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Not Rated |
| Safe | Not Rated |
| Effective | Not Rated |
| Caring | Not Rated |
| Responsive | Not Rated |
| Well-led | Not Rated |

## Practical info

- Postcode: NE8 3AH
- Registered manager: Johnson, Molly
- Local authority: Gateshead
- Region: North East
- City: Gateshead
- Last CQC check: 16/Jan/2026 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-09-01
- Finding
  - Supporting people to live healthier lives
  - Published: 2022-09-01
- Finding
  - Assessing people's needs and choices
  - Published: 2022-09-01
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-09-01
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-09-01

### Other

- Finding
  - Evidence: Positive feedback about direct care staff being friendly and caring
  - Published: 2022-09-01
- Finding
  - Evidence: Service no longer in Special Measures
  - Published: 2022-09-01
- Finding
  - Evidence: Staff worked closely with healthcare professionals and other agencies
  - Published: 2022-09-01
- Finding
  - Evidence: Care records electronic, up-to-date and person-centred
  - Published: 2022-09-01
- Finding
  - Evidence: Infection control systems in place with PPE available and used
  - Published: 2022-09-01
- Finding
  - Evidence: Staff received regular supervision and described management as approachable
  - Published: 2022-09-01
- Finding
  - Evidence: Staff training improved including Care Certificate induction and specialist training
  - Published: 2022-09-01
- Finding
  - Evidence: Substantial reduction in safeguarding concerns; no longer in breach of Regulation 13
  - Published: 2022-09-01
- Finding
  - Evidence: Safe and effective recruitment practices were followed
  - Published: 2022-09-01
- Finding
  - Evidence: Improvements made to medicines management; no longer in breach of Regulation 12
  - Published: 2022-09-01
- **other** _(critical)_
  - Evidence: People were not always supported to have enough to eat and drink at regular intervals.
  - Published: 2022-09-01
- **leadership** _(moderate)_
  - Evidence: 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.
  - Published: 2022-09-01
- **complaints_handling** _(moderate)_
  - Evidence: Complaining and getting a response is a lottery but the issues are not resolved.
  - Published: 2022-09-01
- **incident_learning** _(moderate)_
  - Evidence: the provider had failed to ensure learning and take decisive action to improve the care people received.
  - Published: 2022-09-01

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-09-01
- Finding
  - Preventing and controlling infection
  - Published: 2022-09-01
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-09-01
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-09-01
- Finding
  - Using medicines safely
  - Published: 2022-09-01
- Finding
  - Staffing and recruitment
  - Published: 2022-09-01

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-09-01
- Finding
  - Continuous learning and improving care
  - Published: 2022-09-01
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-09-01
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2022-09-01
- Finding
  - Managers and staff being clear about their roles and quality performance
  - Published: 2022-09-01

## 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/1-9252143139

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