United Response – Newcastle DCA retained an overall Good rating following a focused inspection of Safe, Effective and Well-Led, with Well-Led declining to Requires Improvement due to gaps in record keeping, an absent registered manager, ineffective audits, and inconsistent communication. Strengths included person-centred care aligned with Right support, right care, right culture principles, robust safeguarding, and positive staff culture.
Concerns (9)
moderate
Medication management
: “Some medicine documentation needed to be reviewed. This included 'as required' medicine protocols which describe how people should be supported and the impact they have had.”
moderateStaff competency: “Some staff competencies were out of date, the provider was going to address this immediately.”
moderateRecord keeping: “Records in connection with medicines and training needed to be improved. Some support plans needed to be reviewed to ensure they were still relevant, up to date.”
moderateGovernance: “Some audits had not always been effective in identifying the issues around record keeping we found.”
moderateLeadership: “There had not been a registered manager at the service for many months, however, a recent application had been submitted for processing.”
moderateStaff training: “Not all staff had received all their ongoing training in line with the providers policies. The training matrix was not fully accurate.”
minorSupervision / appraisal: “Some of the management team admitted one to one supervision sessions and team meetings were behind usual timescales.”
minorCommunication with families: “One relative said, 'I have phoned the office many times and sometimes they don't pass the message on.'”
minorInfection control: “One service did not have an appropriate risk assessment in place regarding non-use of mask wearing with some people using the service.”
Strengths
· Staff focused on people's strengths and promoted independence, encouraging community participation.
· Robust safeguarding systems in place; staff trained and knowledgeable about reporting abuse.
· Active recruitment drive with robust DBS and reference checks to fill vacancies safely.
· People's needs and choices were fully assessed and care delivered in line with standards and law.
· Staff worked within MCA principles, supporting people in the least restrictive way possible.
Quality-Statement breakdown (17)
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Assessing risk, safety monitoring and managementGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
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: Engaging and involving people using the service, the public and staffRequires improvement
well-led: How the provider understands and acts on the duty of candourGood
well-led: Working in partnership with othersGood
well-led: Continuous learning and improving careGood
Newcastle DCA, operated by United Response, received a Good rating across all five key questions at its January–March 2016 unannounced inspection. The service demonstrated strong person-centred care, robust safeguarding and medicines management, effective governance, and a supportive management culture promoting independence for adults with learning disabilities.
Strengths
· Staff had thorough safeguarding training and understood whistle blowing procedures; 48 concerns logged and resolved appropriately since last inspection.
· Medicines management was safe with appropriate storage, accurate records, competency assessments, and staff trained in specialist emergency medicines.
· Sufficient staffing levels flexibly adjusted to individual needs; robust recruitment checks including DBS checks and full employment histories.
· Staff demonstrated strong knowledge of people's individual needs, preferences, and communication styles, supporting person-centred care.
· People supported to access community, pursue hobbies, attend college, and go on holidays, promoting independence and fulfilment.
United Response - Newcastle DCA, a supported living service for 58 people with learning disabilities, was rated Good across all five key questions at its October 2018 inspection. The service demonstrated strong person-centred care, robust safeguarding, well-managed medicines, and excellent community engagement, with minor areas for improvement around staff shift patterns and communication with some relatives.
Concerns (3)
minorCommunication with families: “two relatives we spoke with told us they would like more information from the service. The registered manager told us they would look at how this could be improved”
minorStaffing levels: “Some staff told us they found long shifts difficult. This was a key theme in a recent staff survey.”
minorGovernance: “some questions about the directors and managers had higher number of negative responses. The registered managers explained addressing these issues were priorities for the coming year.”
Strengths
· People felt safe with staff and relatives confirmed trust in the service; safeguarding processes were robust and well-monitored.
· Medicines were well managed, stored securely, and records were accurately completed.
· Staff were well trained, knowledgeable, and supported through regular supervision and appraisals.
· Care was highly personalised; people were supported to pursue hobbies, relationships, community roles, and independence.
· Strong partnership working with NHS, local authority safeguarding teams, and health and social care professionals.