Thompson Amour Limited T/A Heritage Healthcare North Tyneside

“The provider had 2 managers registered with the Care Quality Commission, both of whom were also the providers, ensuring they were legally accountable for the operation of the service and the quality and safety of care delivered.”

“People were protected from abuse and avoidable harm through clear and embedded systems to identify, assess and manage risk. Safeguarding processes were well understood by staff and supported by a positive learning culture, where incidents, feedback and audits were used to continuously improve practice.”

“Staff were recruited safely, with appropriate checks completed prior to employment to ensure suitability for the role. Once in post, staff received a comprehensive induction, including mandatory training and a structured period of shadowing, before working independently. Ongoing training, supervision and competency assessments were in place to support staff to maintain safe and effective practice. Staff demonstrated confidence in their roles and a clear understanding of how to deliver care safely.”

“Care was based on comprehensive assessments and regularly reviewed to reflect people’s changing needs. Staff used their knowledge and training to monitor people’s health and wellbeing, recognising changes and responding appropriately. Where required, the service worked in partnership with healthcare professionals to ensure people received coordinated and effective care.”

“People were treated with kindness, compassion and respect. Staff demonstrated a strong commitment to maintaining dignity and promoting independence, supporting people to make choices and remain in control of their lives. Care was consistently person-centred, with support tailored to reflect individual preferences, routines and what mattered most to each person.”

“The service was responsive to people’s needs, with care adapted to reflect changes and individual circumstances. People and their families were involved in decisions about care and felt listened to. Communication systems supported continuity and ensured staff had access to up-to-date information.”

“Leadership within the service was supportive and visible, creating a positive working environment where staff felt valued and able to raise concerns. The provider demonstrated a commitment to supporting staff wellbeing and development, which contributed to a stable and confident workforce.”