Link House

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Managers encouraged staff to report safety events to them promptly so that appropriate action could be taken to ensure people’s safety. The registered manager told us, “We make sure they (staff) have the right training to understand their role and responsibilities to help them report events when needed.” There were systems in place for staff to report and record safety events. Managers told us any safety events reported, would be investigated and action taken to reduce the risks of these reoccurring. This included sharing any learning with staff to help them improve the quality and safety of the support provided.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

The provider had systems in place to obtain information from people about their individual needs and risks to their safety, prior to them using the service. The registered manager told us, “The first thing we do is, we make sure we do an assessment so we understand what (people’s) needs are. We talk to their circle of support and healthcare professionals and we talk to the person themselves.” Information obtained through these assessments was used to develop care and risk management plans for people. These plans were shared with staff before they commenced a package of care to ensure people received safe and appropriate support when they started to use the service.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

Relatives had no concerns about the staff supporting their family members. A relative told us, “I have had no problems where I’ve thought [family member] wasn’t safe with the staff. That’s all been absolutely fine. Let’s put it this way, I would know if [family member] wasn’t happy with the staff.” Staff understood their responsibility to safeguard people and how and when to report safeguarding concerns to the relevant person or agency. A staff member told us, “I make sure the people I support are protected from abuse or neglect by strictly following our safeguarding policy, completing annual training, and reporting any concern immediately to the designated lead.” The registered manager understood their responsibility to make timely referrals and to work proactively with the relevant agencies to ensure people were safeguarded from further risk.

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

The provider had made improvements since our last inspection and was no longer in breach of regulations. Systems had been improved to ensure risk to people was assessed, monitored and reviewed at regular intervals. The registered manager told us, “We make sure we update our risk assessments every 6 months. We go in and check that the risk assessment is still suitable and make sure people’s needs haven’t changed. We would review and update this more frequently if needed or if there are incidents.” People’s records now contained current, up to date guidance for staff about how to manage identified risk to people. Staff understood how risks to people should be managed to keep them safe from injury or harm. A staff member said, “I use the service user care plan and risk assessments, that are regularly updated. I also communicate closely with the person receiving care, their family if appropriate, and other professionals to stay aware of any changes or concerns.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

Managers assessed risks posed by people’s living environment and put measures in place to reduce identified risks, to keep people safe. Managers assessed, monitored and reviewed these risks at regular intervals to make sure the measures put in place to reduce these remained appropriate.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

People received care and support from staff who understood people’s needs and how these should be met. A relative told us, “The team in place to look after [family member] are really good and excellent.” Another relative said, “At the moment [family member] has the same carers so that is good as [family member] gets the consistency of regular staff.”

The provider had made improvements since our last inspection and staff now received regular and relevant training. They were encouraged to continuously learn and improve in their roles through more regular supervision and appraisal. A staff member said, “I receive regular training, mandatory eLearning, plus quarterly face to face refreshers, and formal supervision every eight weeks, which helps me keep my skills up to date.”

The provider operated safe recruitment practices. They carried out appropriate checks on staff that applied to work at the service to make sure only those suitable, were employed to support people.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

Staff supported people to keep their living environment clean and hygienic to prevent the spread of infection. A relative told us, “When I do go in to see [family member] the flat is always clean and tidy.” Staff were provided with relevant training, support and resources to help them reduce infection risks in people’s homes.

Managers undertook spot checks to ensure risk of infection to people was minimised. A team leader told us, “Spot checks cover the support we give clients and records. Infection control is looked at as part of the spot check and the staff’s practice when supporting people.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.

The provider had made improvements since our last inspection and was no longer in breach of regulations. The provider was now using an electronic records system which helped them better manage and monitor the support provided to people with their medicines. This had led to improvements in record keeping as there was now a clear audit trail of when medicines had been administered and by who. Records showed people consistently received the medicines prescribed to them. Staff were provided with training and supported to manage and administer medicines. Managers undertook regular spot checks on staff to make sure medicines were managed and administered safely. The team leader told us, “We do checks of records and stock and our system will alert us if the medication has been given.”