Phoenix Care

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 good. At this assessment the rating has remained the same. This meant people were safe and protected from avoidable harm.

This service scored 72 (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.

People and relatives felt safe and well supported. Peoples’ feedback did not highlight any concerns about the registered manager listening, learning and acting on safety events. They appreciated receiving care from a consistent team of staff they knew well. One person said, “I’ve never had to report an accident or a concern, they are very good.” The registered manager told us there had not been any accidents, incidents or safety events however, staff were aware of what to do should an event happen. A member of staff told us, “We haven’t had any incidents, but I am well aware of the policy and procedures and how to report them and what action to take.”

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.

People had their needs assessed before a package of care was agreed to ensure their needs and aspirations could be met. A relative said, “My [relative] is difficult to manage health wise. [Name of staff member] has ensured the transition has been very good. They go above and beyond and works very closely with [relative]”. A person told us, “I have a care plan in my home which details everything I need and want and it’s reviewed regularly with me.” Staff told us they were provided with the information they needed to support people in a safe way and in accordance with their preferences. A member of staff said, “I am made aware of people’s health and care needs through detailed care plans, health profiles, and risk assessments, which outline their medical history, current conditions, medication, personal preferences, and daily routines. We also learn about their wishes and goals through direct communication with the individual, where possible, and through feedback from family or advocates. Regular team meetings, supervisions, and handovers ensure we stay updated with any changes to their needs or preferences.” Up to date information about people was available to take with them if they moved or were admitted to hospital.

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.

People told us they felt safe with the staff who supported them. One person said, “I feel very safe. I love them [staff] all and I don’t want anything to change.” When asked if they felt their loved one was safe and well cared for, a relative said, “Very much so. The staff go above and beyond.”

Staff told us they had received training about how to recognise and report abuse. They knew how and when to report concerns both internally and to other organisations such as the local authority, CQC and the police. A member of staff told us, “Although I have never had to raise an abuse concern, I feel confident and prepared to do so if the situation ever arises. I understand that safeguarding is a key part of my role, and I take it very seriously. I believe that raising concerns is a professional responsibility, and I would not hesitate to report any signs of abuse to protect the wellbeing of the individual.”There were systems in place to ensure all staff received training and regular refresher training in safeguarding adults from abuse.

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.

Risks to people were assessed and a plan of care was in place to guide staff how to support people in a safe way. People were supported by staff who knew the individual risks and assisted them in the least restrictive way possible whilst minimising the potential for harm. One person said, “Everything is detailed in my care plan and [name of staff member] supports me to be independent where I can.” Another person told us, “I have [health condition] so they know my risks. Staff support me to be independent and I ask them if I can do little things myself with them there.” Staff told us care plans and risk assessments provided them with the information needed. A member of staff said, “Care plans are always updated any concerns and changes are always reported to the office which are dealt with straight away care plans give you information about personal care allergies medication risks and hazards and trigger points, what to do and what not to do and information about health professionals and family involved in the clients care and what to do in emergencies.”

People were not subjected to any unlawful restrictive practices and were supported to live the life they wanted. A relative told us, “The staff always tell my [relative] what they are going to do. They have dementia and sometimes resists however staff reassure them and help them to understand. I have never been aware of the staff making my [relative] do something they don’t want to do. They respect their wishes.”

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

People’s feedback did not highlight any concerns around their environment. People’s care plans contained good information about their needs and there were risk assessments for the environment and any equipment used by people. Records showed that staff carried out regular visual checks on equipment.

The provider did not alwaysmake sure staff were recruited safely. There were enough qualified, skilled and experienced staff.

Although staff told us they were recruited safely, the provider’s procedures were not always robust. For example, the application form did not request a full employment history. The registered manager confirmed the application form would be updated following our visit. We found some gaps in employment history which had not been explored. All of the 4 recruitment files we looked at contained 2 references, however 2 did not include references from their most recent employer.

People and their relatives were positive about the staff who supported them. One person said, “I prefer the same carer to come so they are good to be able to accommodate my wishes. They always let me know if there is a change of time or staff. They will do anything. I ran out of milk, and my carer offered to bring some the next day.” A relative told us, “[Relative] will be told beforehand if another carer is attending. They [staff] are very kind”

Staff told us they were allocated sufficient time to meet people’s needs, and they always knew who they would be visiting. A member of staff said, “I am informed in advance about the individuals I will be visiting. I receive a schedule that outlines the names of the people I will be supporting, along with any relevant details about their care needs and preferences. This allows me to prepare accordingly, ensuring that I can provide the best possible support and meet their specific needs. If there are any changes to the schedule, I am notified promptly so I can adjust my approach as necessary.”

We did not see any evidence of any missed calls to people.

Staff told us they received the training and support they needed to carry out their role. A member of staff told us, “I have received the necessary training to meet the needs of the people I support. The training provided covers a wide range of topics, including person-centred care, safeguarding, manual handling, mental health support, and specific care needs such as those related to physical disabilities or chronic conditions. This ensures I am equipped with the knowledge and skills to support individuals effectively and provide high-quality care. Additionally, ongoing training opportunities help me stay up to date with best practices and any changes in care requirements.” All staff confirmed they received regular supervisions where they could discuss their role and any training needs.

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.

Appropriate steps had been taken to minimise the risks of the spread of infection. Staff had received training in infection prevention and control, and they had access to personal protective equipment (PPE). People and their relatives told us staff wore aprons and gloves when assisting people with personal care. There were audits and checks in place to ensure staff followed correct procedures.

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

People who required support with their medicines told us they received them when needed. One person told us, “They [staff] always make sure I get my medicines, and they collect them from the pharmacy for me every month.”

There were policies and procedures in place for the safe management and administration of people’s medicines and these were understood and followed by staff. However, we discussed the need to ensure that entries made on people’s medication administration records were confirmed by 2 staff signatures to ensure they coincided with the prescriber’s instructions. There were now protocols in place for medicines prescribed on an ‘as required’ basis which helped to ensure staff followed a consistent approach and people received their medicines when needed.

Staff told us they had received training in the safe management and administration of medicines and had regular checks on their competency. A member of staff said, “I have received training in the safe administration of medicines as part of my induction and ongoing professional development. The training covered topics such as understanding different types of medications, their purposes, correct dosages, and safe administration practices. Additionally, I am regularly assessed on my competency to ensure that I am able to administer medicines safely and accurately. This includes observation by senior staff and periodic reviews to confirm that I am following the correct procedures. If there are any updates to medication administration protocols, I receive additional training to keep my skills current.”