New Living

Working Together to Deliver Outstanding Care

As we enter a new month, I would like to thank every member of staff for the commitment, compassion and professionalism you demonstrate in supporting the people who use our service.

Our work is not simply about completing tasks. It is about ensuring that each person receives safe, effective and person-centred care that respects their dignity, choices, routines and individual needs. These principles are central to the standards expected of regulated care services.

I would like to remind everyone of the importance of:

Arriving on time and remaining for the full duration of each scheduled call.
Following the service user’s care plan and risk assessments.
Treating every service user with kindness, dignity and respect.
Reporting changes in a service user’s condition, medication concerns, incidents or safeguarding issues promptly.
Completing accurate care records and ensuring that all information is factual and up to
date.
Communicating effectively with colleagues and the office team.
Maintaining confidentiality and protecting service users’ personal information.
Asking for support whenever you are unsure about a task or situation.

Late arrivals, early departures, missed tasks or incomplete records can place service users at risk and may affect their medication, nutrition, personal care, mobility, wellbeing and overall safety. Care must therefore delivered consistently and in accordance with the agreed care plan.

As an organisation, we remain committed to listening to service users, supporting our staff and continually improving the quality of care we provide. Please continue to share your ideas, concerns and suggestions with your line manager or the office. An open and honest culture helps us identify risks early and make improvements. Thank you again for your continued hard work and dedication. Every interaction matters, and the care you provide makes a real difference to the lives of the people we support.

A Message from the Registered Manager

Nottingham, Derby and Cumbria

I hope you are all well. I would like to use this month’s newsletter to recognise the dedication of our care teams working across Nottingham, Derby and Cumbria.

Coordinating care across different areas requires flexibility, good communication and a strong sense of responsibility. Whether you are supporting someone during a morning routine, assisting with medication, preparing a meal or providing reassurance, your presence can make a meaningful difference to that person’s day.

Our focus this month is consistency. Service users and their families should be able to rely on us to provide care as agreed, at the expected time and to the required standard. If you are delayed by traffic, unable to attend a visit or experiencing difficulty completing a scheduled task, please contact the office as soon as possible rather than allowing the issue to go unreported.

Please also remember that care records are an important part of communication between the service user, care team and management. Entries should be completed promptly and should clearly reflect what happened during the visit, including anything that may require follow-up. If a service user appears unwell, unusually distressed or different from their normal presentation, do not dismiss the change. Record your observations and report them through the appropriate channels. Early communication can help us respond before a concern becomes more serious.

We are continuing to review how we organise visits, communicate with staff and support our teams across all three areas. Your feedback is valuable, particularly where you have practical suggestions about travel, scheduling, handovers or service-user support.

Thank you for the work you do each day. Your reliability, patience and professionalism help us provide a service that people can trust.

CQC UPDATE FOR ADULT SOCIAL CARE

Rebuilding our Regulatory approach and digital services

Earlier this month, the CQC board approved plans for rebuilding the regulatory approach and digital services. This investment will support significant improvements to the systems, tools and processes they use to regulate services. The programme includes:

Rebuilding core digital services, including the provider portal
Developing new sector-specific assessments frameworks, guidance and methods
Improving the quality and use of regulatory data
Creating more efficient and consistent assessment and registration processes

HIGHLIGHT

CQC have now completed more than 9,646 assessments , against their target of 9000 across all sectors bythe end of September. They recognize this as a significant milestone.

A MESSAGE FROM COMPLIANCE

As part of our continued commitment to providing safe, effective, compassionate and high- quality care, I would like to remind all staff of the importance of maintaining high standards of compliance in every aspect of your work.

Mandatory Training

All staff are required to ensure that their mandatory and role-specific training is completed and kept up to date. Please regularly check your training profile on Redrock and complete any outstanding or expiring courses within the required timeframe. Training is not simply a requirement for compliance; it ensures that you have the knowledge and skills necessary to provide safe care. Staff must not undertake tasks that they have not been appropriately trained and assessed to perform.

Incident and Accident Reporting

All accidents, incidents, falls, medication errors, injuries, safeguarding concerns, complaints and significant changes in a service user's condition must be reported promptly and documented appropriately. Where a service user is found on the floor, this must be reported and recorded even where the fall was not witnessed by the care worker.

Complaints, Concerns and Whistleblowing

Service users have the right to raise concerns about their care. Staff must listen respectfully and ensure concerns are passed to management through the appropriate process. Staff also have a responsibility to raise concerns about care.

Equality, Diversity and Person-Centred Care

Every service user must be treated as an individual. Staff should respect people's choices, preferences, culture, communication needs, privacy, dignity and independence. Care must be delivered in a way that promotes choice and supports the person's wellbeing.

Care Plans and Risk Assessments

Please read and understand the care plans, risk assessments and support instructions for every service user you support. Do not rely solely on previous knowledge of a service user, as their needs and risks may change.

Any change in needs, behaviour, health, mobility, nutrition, skin condition or general wellbeing must be reported promptly.

Spot Checks, Supervision and Audits

Please be reminded that staff may be subject to spot checks, supervision, competency assessments and care record audits. These processes are not intended simply to identify mistakes; they help us identify good practice, provide support and ensure that standards are consistently maintained.

Our objective is not simply to meet regulatory requirements, but to ensure that every service user receives safe, consistent, respectful and person-centred care. Thank you for your continued cooperation and commitment to maintaining high standards across the service.

A Thought about care by RAJA ARAVIND

Care is more than a job ,it is about making a positive difference in someone’s life.

Sometimes, the smallest things—a kind word, a smile, patience, or taking the time to listen—can mean the most. Let’s continue to treat the people we support with kindness, dignity, and respect, while also supporting each other as a team ( New Living).