Hales Group Limited – Newcastle

“Date of Assessment: 16 June to 17 July 2025. The service is a care at home service registered to provide support to older people and younger adults, including people who may live with dementia, mental health, sensory impairment, eating disorder or physical disability needs. At the time of inspection there were 96 people using the service and of those 80 people were receiving the regulated activity personal care. This was the first rated inspection of the service. A registered manager was in place. The registered manager is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements. There were enough staff with the necessary skills, qualifications and experience. However, improvements were needed to roster management and communication to ensure people and staff were kept informed and people received consistent care from staff they knew. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff received training to maintain high-quality care. Staff knew the care and support needs of people they supported. People were supported to ensure their health care needs were met and many people were supported to maintain or regain some independence. Effective systems were in place to protect people and staff and to ensure their safety. People were supported to take risks to improve their quality of life. People had opportunities to be part of the community and to access social amenities to improve their well-being. Systems were in place to monitor the quality and safety of the service, however some improvements were identified to care records and roster management to ensure people received person-centred, consistent and timely care.”