Newlands Care Angus
Recorded Key Question grade range: 4 — Good View on Care Inspectorate
Key Question scores
Requirements & recommendations
1. By 15 January 2026, the provider must ensure that staffing arrangements are sufficient to meet the assessed needs of people using the service and that care is delivered at appropriate times and for the full agreed duration. To do this, the provider must, at a minimum: a) Review and improve visit scheduling to ensure care is delivered consistently and in line with people’s assessed needs and preferences. b) Deploy staff effectively to minimise disruption to care and ensure continuity of support. c) Ensure people and their families are kept informed about expected visit times, particularly when delays or changes occur, to help manage expectations and reduce anxiety. d) Monitor the impact of staffing pressures on people’s outcomes and staff wellbeing, and take appropriate action where risks are identified. e) Reduce reliance on cancelling or shortening visits as a method of managing workload
1. To support safe and person-led medication practices, the provider should ensure staff receive refresher training on medication prompting and refer to local guidance. Systems should be in place to record and follow up concerns raised by families or staff to improve oversight. This will help maintain safe and consistent practice, particularly where people are supported to manage their own medication. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS) which state: “I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes.” (HSCS 3.14) “My care and support meets my needs and is right for me.” (HSCS 1.19).
1. The provider should ensure that all staff feel able to raise concerns, share ideas, and contribute to improvements. Leaders should create a culture where staff feel listened to and supported. This will help build trust, improve communication, and support continuous improvement across the service. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS) which state: “I experience high quality care and support because people have the necessary information and resources.” (HSCS 4.27) “I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes.” (HSCS 4.19)
2. The provider should ensure that all complaints are fully recorded, responded to, and closed appropriately. This includes providing clear outcomes to those who raise concerns and using complaints as an opportunity for learning and improvement. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: “I know how, and can be helped, to make a complaint or raise a concern about my care and support.” (HSCS 4.20) “If I have a concern or complaint, this will be discussed with me and acted on without negative consequences for me.” (HSCS 4.21)
3. The provider should ensure that leaders have the capacity and systems in place to focus on long-term improvements, not just daily operational issues. This will help the service move from reacting to problems to making planned changes that lead to better and more consistent outcomes for people. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state: “I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes.” (HSCS 4.19)
1. The provider should ensure care plans are accurate, up to date, and regularly reviewed to reflect people’s current needs and preferences. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS) which state: “My personal plan is right for me because it sets out how my needs will be met, as well as my wishes and choices.” (HSCS 1.15) “I am fully involved in developing and reviewing my personal plan, which is always available to me.” (HSCS 2.17)