Nupath Care - Gateshead is a domiciliary care service registered to provide personal care to individuals living in their own homes. They offer services to people with complex physical needs, people with learning disabilities and older people. The service is registered to support autistic people or people with a learning disability. The service worked in line with ‘Right support, right care, right culture’ to make sure people were treated with respect, equality, dignity, choices, independence and had good access to local communities. CQC only inspects where people receive personal care. Personal care is help with tasks related to personal hygiene and eating. Where they do provide personal care, we also consider any wider social care provided during our assessment. This assessment took place between 26 February 2025 and 4 April 2025. At the last inspection published 8 March 2023, the service was rated requires improvement with a breach of regulation 18, due to the provider not having enough staff to safely care for people. At this inspection we found they had made improvements and were no longer in breach of regulation 18. We gathered information from people who used the service, relatives, the registered manager, and care staff who have worked with the service. We found people received reliable, timely and effective support from staff who understood their needs. Staff built up a good rapport with people and involved them or their advocates in care planning. Staff arrived on time and contingency plans were in place to ensure unexpected absence was covered. Where people had complex needs, new staff always shadowed existing staff to get to know them and learn about people’s communication styles.The registered manager and provider had effective oversight of the service, with a robust electronic care system in place. Management used the electronic system to monitor and review the service, ensuring any issues were acted on swiftly.Staff said managers were approachable and supportive. Managers worked closely with staff and people who used the service to ensure care standards met their expectations.
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Nupath Care Gateshead was rated Requires Improvement overall at its first inspection, with breaches of regulation found in staffing levels (on over 50 occasions a person requiring two staff received only one) and failure to submit statutory notifications to the CQC regarding allegations of abuse. Caring, effective and responsive practice were rated Good, with person-centred care plans, competent staff and strong partnership working noted as positives.
Concerns (5)
criticalStaffing levels: “on over 50 occasions there were not 2 staff available to provide support and the person's relative had to provide additional support.”
criticalSafeguarding: “Notifications relating to significant events that had occurred at the service, for example allegations of abuse, had not always been submitted to the CQC.”
moderateGovernance: “2 relatives had raised concerns during a care review relating to staffing. This was documented on the review record, but staff had taken no follow up action.”
moderateCommunication with families: “relatives had raised concerns during a care review relating to staffing … the registered manager was unaware concerns had been raised.”
moderatePerson-centred care: “They put [Person] to bed at 4 - 5 pm which is not fair on her and far too early … I don't know whether it is lack of staff or they can't get staff to work past 5pm.”
Strengths
· Risks were fully assessed, mitigated and regularly reviewed with detailed environmental and personal risk assessments in place.
· Medicines were managed safely with regular checks and staff competency assessments.
· Staff received comprehensive training including IPC, safeguarding, MCA/DoLS, catheter care and PEG maintenance.
· People had person-centred, holistic care plans created with involvement of people and relatives.
· Staff were described as caring, kind and respectful, supporting independence and dignity.
Quality-Statement breakdown (23)
safe: Staffing and recruitmentRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersGood