Your TL Homecare

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

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 demonstrated a positive learning culture where incidents, complaints, safeguarding concerns and audit findings were reviewed and used to improve practice. Accident and incident records contained details of actions taken and escalation to relevant professionals where required.

Systems were in place to monitor safeguarding concerns, incidents, accidents, complaints and audit findings. Information was reviewed each month to identify trends, risks and opportunities for improvement. Learning was shared with staff through supervision and team meetings to support reflection and improve practice. Complaints and low level concerns were viewed as opportunities for learning, with actions taken to reduce future risks and support continuous improvement in the quality of care provided.

The provider worked with people, their families and healthcare professionals to maintain safe systems of care. Staff shared information with the management and relevant professionals to support people's safety and wellbeing, escalating concerns in a timely manner. Risks were monitored and reviewed, with appropriate action taken when concerns were identified.

Referrals were made to relevant healthcare professionals, including Occupational Therapists (OT) and district nurses when people's needs changed or they required specialist support. Positive feedback received from an OT demonstrated effective joint working to support a safe hospital discharge for people back to their home.

People told us the carers were prompt in escalating concerns about people and changes in their health or medical condition. For example, where a person’s skin had become red, we were told how the care staff liaised with the GP to obtain a prescription for cream to prevent further skin deterioration and soreness.

Care planning reflected advice and guidance from healthcare professionals and was updated when people's needs changed. This helped to ensure care remained appropriate, consistent and responsive.

Systems were in place to protect people from abuse and avoidable harm. Safeguarding policies clearly outlined staff responsibilities, reporting processes and escalation routes.

Staff received safeguarding training appropriate to their role, demonstrating an understanding of safeguarding processes and were able to describe how they would recognise and respond to concerns. They knew how to report safeguarding issues through the provider's internal procedures and to external agencies when required. This helped to promote people's safety and ensured concerns were acted on promptly to reduce the risk of harm.

The registered manager maintained oversight of safeguarding activity through audits, supervision, meetings and competency assessments. This supported the monitoring of safeguarding practice, promoted accountability and helped ensure any concerns were identified, reviewed and acted upon appropriately.

People, relatives and staff told us they could raise concerns easily and felt listened to. Feedback showed the provider responded promptly to issues and took appropriate action when concerns were raised. This helped people feel confident their views were valued. One person told us, “If there is a problem, it gets sorted straight away.”

Staff provided care that met people’s needs in a safe and supportive way while promoting their independence and helping them achieve what was important to them. Care was delivered in a person-centred way that reflected people's preferences, choices and routines.

Risks were assessed and managed in line with people's individual needs, preferences and choices. Care plans contained clear guidance to support safe and consistent care. Staff understood identified risks and provided support in a calm, reassuring and respectful way. This helped promote people's safety, wellbeing and independence while supporting positive and trusting relationships with staff. The provider delivered care flexibly and adapted support in response to people's changing needs, preferences and circumstances.

The provider had processes to manage environmental risks and maintain safety. Various health and environmental risk assessments were in place with identified control measures.

Business continuity arrangements were in place to support the safe delivery of care during unexpected events and adverse weather conditions. These included emergency planning and clear communication processes. The provider took practical steps to respond to changing circumstances, such as ensuring staff had access to additional breaks and drinks during periods of hot weather. This helped support staff wellbeing and maintain continuity of safe care for people using the service.

People's care plans included information about equipment used to support their care, along with guidance on checks required to ensure equipment remained safe and suitable for use. Staff received training relevant to their roles and completed competency assessments to confirm safe practice. This included training in moving and handling procedures and the safe use of equipment, helping to promote people's safety.

The provider had systems in place to recruit, train, develop and support staff safely. Staff completed an induction, mandatory training, regular supervision and annual appraisals to help them carry out their roles effectively. The provider monitored staff competence through spot checks, discussions during supervision and team meetings and knowledge based assessments. Opportunities for career development were available, including leadership training and progression pathways. This supported staff development, workforce stability and future leadership within the service.

Staff told us they felt their induction and training had equipped them with the skills required for their role. They said they were supported to identify and access additional training when required to meet people's needs and develop their skills. One staff member told us, “Supervisions provide an opportunity for me to discuss any specialist training I feel I may need. For example, I previously supported a person with a stoma, following a discussion with (registered manager), additional training was sought to enhance my knowledge and confidence in provision of this specialist care.

People and their relatives told us staff supported them safely. One person said, “I feel that they all know what they are doing. For example, all of them move (family member) towards them and they all know how to move her. I noticed that they all do it in the same way, so I know that they have been trained to do it in that way.”

The provider had systems in place to reduce the risk of infection. Policies reflected national guidance and included information on hand hygiene, personal protective equipment and infection control precautions.

Staff completed infection prevention and control training and competency assessments to support safe practice. Information about infection risks was clearly recorded and shared through care plans, risk assessments, electronic systems and management updates. This helped ensure staff had access to current information and were able to provide safe care while reducing the risk of infection. One person told us, “The staff know what they are doing. For example, they have all the gloves and aprons required, and if they have a cold, they always wear a face mask.”

The provider made sure medicines and treatments were managed safely and in line with people's needs, preferences and capacity. People, or where appropriate their representatives, were involved in decisions about their medicines and any support they needed, including self-medication.

Medicines management systems were well established and monitored. Staff received medicine administration training and completed competency assessments before supporting people with their medicines.

Electronic medicines records were used and audits confirmed medicines were administered and recorded appropriately. Clear guidance was available for medicines applied to the skin and medicines taken when required. Audit processes identified a recording issue relating to the coding of medicines taken when required. This had not impacted people's safety and was addressed promptly through staff discussions and ongoing monitoring.