Archived: Starlight Support Services

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 good. This meant people were safe and protected from avoidable harm.

This service scored 69 (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 promoted a positive culture of safety. Staff listened to concerns about safety and investigated and reported safety events. However, it was not always clear to see from the provider’s records the lessons learnt, and good practice actions taken following an incident.

Incidents records were completed, reviewed and analysed by the management team. Staff confirmed that debriefs took place following an incident although there was not always a robust audit trail to support this.

All staff spoken with understood their responsibility to raise concerns and report incidents and accidents. People told us they were supported by staff who knew them well and listened to their concerns. Relatives confirmed they felt confident to raise concerns.

During the inspection the provider took action to improve incident records, so it clearly showed lessons learnt following an incident and any debrief discussions with staff.

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 service worked with people and those close to them to establish their plan of care. Pre-assessment paperwork was completed involving people, relatives and partners prior to services commencing and shared with the staff team. The registered manager told us a copy of the person’s care plan was shared as part of any transition to another service. Hospital passports were in place. A hospital passport is a document that provides important information about a person’s needs and preferences and is particularly important for people with specific health conditions or disabilities.

We received positive feedback from 2 health and social care professionals about working in partnership to maintain safe systems of care for people. One professional told us, “The staff were very helpful and knew the needs of (person’s name) very well.”

People were supported by staff to attend healthcare appointments. We received positive feedback from people and relatives about maintaining continuity of care.

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 appropriately.

People were supported to understand what keeping safe means. They were encouraged and empowered to raise any concerns they may have. A person told us they felt listened to by the staff that supported them.

The provider had established effective safeguarding systems, policies and procedures and managed safeguarding concerns using local safeguarding procedures whenever necessary.

All staff had participated in safeguarding training and had an awareness and understanding of their roles and responsibilities. Staff knew how to recognise the signs and symptoms of abuse and who they would report concerns to both internally and externally. They told us they felt confident management would listen and act if they raised concerns. A staff member told us, “We discuss safeguarding in staff meetings, and I know what to do if I had any concerns. I am confident that any concerns raised would be dealt with by the manager. I know we can also contact the local authority or CQC.”

The provider worked with people to understand and manage risks. Care plans and risk assessments contained important information such as people’s needs, preferences and health needs and how to help people manage risks. However, it was not always clear how some health needs and associated risks would be monitored or the preventive steps in place to mitigate any risks, for example risks associated with sore skin and continence. People were supported by consistent staff who knew their needs well. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. People were encouraged and supported by staff to undertake positive risk taking.

Staff told us they knew what to do if people became distressed and some people had Positive Behaviour Support plans (PBS) in place. A staff member told us, “We know (person’s name) really well, and how to support them and also if they are becoming a bit unsettled, we know what the potential triggers are, and we know what to do to keep them safe.”

A health and social care professional told us, “The staff are very good, they are very consistent with how they support (person’s name). They know (person’s name) well, and really understand their needs.”

The provider detected and controlled potential risks in the care environment.

This was a supported living environment, and the provider was not responsible for the upkeep of these premises. However, risk assessments were in place to ensure people’s home environments were safe to protect people and staff from harm. For example, there were arrangements in place to manage risks associated with fire or falls. There were systems in place to make sure equipment in use was serviced, checked and safe for use.

People and staff told us there were systems in place to ensure repairs to the premises were dealt with promptly. A staff member told us, “There is a system for reporting repairs or maintenance issues, and I feel they act swiftly to resolve any issues.”

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 and their relatives were happy with staff supporting them. One person told us the staff were amazing, kind and caring and said they would score the staff 10 out of 10. Systems were in place to ensure people had sufficient staff to support them and people were provided with a consistent team of staff.

Staff recruitment files contained robust checks as required, including a Disclosure and Barring Service (DBS) check. This checks for criminal convictions and inclusion on lists of people who would be unsuitable to work with people at risk.

Staff told us they felt well supported in their roles and received appropriate training, supervision, and guidance to carry out their duties effectively. Staff told us they had opportunities for career development. A staff member told us, “I feel we are supported to grow and develop, and I feel well supported in my role and I have grown in confidence.” Another staff member told us, “I feel I can speak very easily to the manager. I have regular supervision sessions, and we have weekly team meetings.”

Systems were in place for the registered manager and provider to monitor staff compliance with training. Staff confirmed they completed the training to carry out their role and training was provided online and also face to face. Staff told us the managers were supportive if they identified that further training or learning was needed.

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 were protected as much as possible from the risk of infection because their home environment and equipment were kept clean and hygienic. They were supported to maintain their own personal hygiene in line with their needs and preferences.

Staff were provided with and used personal protective equipment (PPE) such as disposable gloves and aprons. Staff received appropriate training on infection prevention and control (IPC) and understood their role and responsibilities for maintaining high standards of cleanliness and hygiene in the premises.

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

The medicine administration records showed instructions, and staff had signed to demonstrate they had given the person their medicines. There was written guidance regarding medicines to be taken ‘as required’. People told us they were happy with the support they received with their medicines.

There were systems to ensure the safe administration of people’s medicines. This included staff training and assessments of staff’s competence.