Chislehurst Healthcare Ltd

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.

People using the service were protected from abuse and 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.

There was a proactive and positive culture of safety, openness and honesty within the service. Staff listened and responded appropriately to concerns about safety and events. Lessons were learnt to continually identify and embed good practice.

A staff member told us, “I definitely feel supported. Whether I have a question or need advice, the management team is approachable and quick to respond. There’s a real sense of encouragement. I also value how much the carers support one another, we regularly share useful updates about clients, which helps everyone deliver more consistent care.”

People were supported to make informed choices and risks were assessed and managed safely. There were systems in place to ensure accident and incidents were reported, recorded and investigated and any changes needed to improve the service were made.

A relative told us, “I have had to send out an SOS twice to Chislehurst healthcare, I just couldn’t get [loved one] up and needed assistance. They [care staff] were fantastic, and I sent them a message and they organised and sent a carer to help me.”

Staff worked with health and social care professionals to establish and maintain safe systems of care. This helped to ensure there was continuity of care when people moved between different services.

Care records showed effective communication and good working partnerships were in place with health and social care professionals when required. The registered manager told us, “We work closely with families, district nurses, hospital teams and community professionals. We often attend hospital discharge planning meetings or visit clients admitted to hospital to ensure safe, informed transitions home.”

The provider worked with people and health and social care partners to understand what being safe meant to them and the best way to ensure that. The provider shared concerns quickly and appropriately when required.

People told us they felt safe. A relative commented, “I couldn’t fault any of them [care staff] and feel confident leaving [loved one] with them, [loved one] is very safe with them.” Another relative told us, “They [care staff] have gained my [loved ones] trust and we can rely on them to keep [loved one] safe. The interaction with [loved one] is great and they also look after [loved ones] mental welfare and give [loved one] support to regain their independence.”

The registered manager was aware of their responsibilities for reporting safeguarding concerns to the local authority safeguarding team and the CQC. Safeguarding records were maintained to ensure information and actions were addressed when concerns were raised. Staff undertook training to understand how to recognise and report abuse and staff were able to explain the procedures. The registered manager told us that safeguarding was discussed in staff meetings to embed good practice.

A staff member told us, “If I ever had a concern, I would follow our internal safeguarding procedures and report the issue straight away to my line manager. If I felt the concern was not being taken seriously or needed urgent action, I wouldn’t hesitate to raise it with the local safeguarding authority to ensure the person is protected.” Another staff member commented, “Safeguarding means making sure every individual, especially those who are vulnerable due to age, illness, or disability, is protected from harm, abuse, or neglect. It’s about creating a safe environment where people are treated with respect and their wellbeing is prioritised.”

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 managed safely. A relative told us, “[Registered manager] did a detailed, friendly, thoughtful initial assessment. She had some good ideas as to how to rearrange the house; she came and started the care package for [loved one].”

Staff understood people’s needs and risks and how best to support them safely. The registered manager told us, “We take time to truly understand each client’s needs, risks, values and what makes them feel fulfilled. From first enquiry, our assessments are flexible and thorough to ensure every client is fully heard. Each client is supported by a consistent care team to enable trust and familiarity.”

The provider was in the process of transferring people’s care records onto a new electronic care planning system and an action plan was in place to oversee this. Risks to people were assessed, planned for and reviewed to ensure their safety and well-being. Care records included risk assessments for areas such as, moving and handling, mobility, medicines management and nutrition and hydration. Risk assessments included information and guidance for staff on actions to take to minimise the risk of accidents occurring.

The provider had systems and processes in place to help identify risks and hazards in people’s home environments including fire risks. Environmental risk assessments were completed with people, where needed to help mitigate identified risks as much as possible.

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

People told us there were enough staff to meet their needs. A relative told us, “[Registered manager] certainly chooses well when it comes to the carers. We have the same carer every day. [Registered manager] is very careful about choosing the right carer for the right people. I know I can rely on them. They arrive at 8am on the dot and ring me to let me know if they are running late, only this morning the carer rang to say she would be 5 minutes late due to public transport.”

The registered manager used an electronic call monitoring system (ECM) to plan staff rotas and log people’s care visits. They told us staff were given a 15-minute time window either side of people’s preferred time of visit. If after this time care staff had not logged their arrival, notifications were sent to office staff to ensure people’s safety. Office staff monitored the ECM system in real time to ensure people received their support when required.

Processes were in place to ensure staff were safely recruited. Staff files showed all necessary pre-employment checks were completed before staff commenced employment. These include DBS checks, employment history and references from previous employers. DBS checks provide information including details about convictions and cautions held on the Police National Computer. The information helps employers make safer recruitment decisions.

Staff received up to date training to ensure safe practice and that people’s needs were safely met. Training provided included areas such as safeguarding, medicines management, fire safety, first aid, equality and diversity, learning disability and autism and food hygiene. Staff also received training on topics relevant to the needs of people, for example, dementia care and diabetes. New staff completed a structured induction and shadowed experienced members of staff. Records showed that staff received supervision, attended team meetings, and their performance was monitored through competency assessments and spot checks carried out by the registered manager.

A staff member told us, “I’ve recently joined Chislehurst Healthcare and have been genuinely impressed by how professional yet approachable the team is. I feel valued in my role and look forward to growing within such a positive and supportive environment.”

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.

People and their relatives told us staff were clean and hygienic and followed appropriate infection control procedures, which helped keep everybody safe. People confirmed that staff washed their hands and used appropriate personal protective equipment (PPE), such as gloves and aprons.

The registered manager told us, office staff contacted people on a regular basis to ensure and deliver regular supplies of PPE to their homes where required.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened.

Some people required support from staff to remind them to take their medicines and some people took responsibility for managing their own medicines or were supported by family members.

Staff received training on managing and administering medicines. Their competency to administer medicines was assessed by the registered manager to ensure safe practice. Medicines Administration Records [MAR] were completed where required to ensure safe medicines management and medicines audits were routinely completed by the registered manager to ensure continued safe practice.