APT Care Limited Also known as Chaucer 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 Good. At this assessment the rating has remained 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 and acted on concerns about safety, with incidents reported and investigated appropriately. Learning from safety events was used to support continuous improvement and the embedding of good practice.

Staff were confident in reporting accidents, incidents, safeguarding concerns and medication errors and clearly understood how to record and escalate issues using agreed systems. Staff told us they felt supported by the management team when raising concerns, explaining, “I am aware of how and where to record incidents and accidents. I complete them as required and inform the office for escalation.”

Incidents were taken seriously and investigated with management oversight, and learning was explored through supervision, staff discussions and spot checks. Staff described these discussions as reflective and helpful, noting, “Safety events are discussed, especially during supervisions, where we reflect on what happened and how to prevent recurrence.”

Accident and incident data were analysed to identify themes, including unwitnessed falls and medication-related risks, and this informed training, care planning and service-level actions. Leaders reviewed themes from incidents, complaints and quality monitoring and adapted systems in response.

The provider told us they monitored for an absence of recurrence as an indicator that learning had been effective and described planned system enhancements to further evidence learning and its impact on practice.

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.

One relative described the service as “wonderful” and said the transition from hospital to home care had gone well. Care staff supported people to settle into care and worked collaboratively to understand needs during the early stages of the package. The provider worked effectively with local authorities, hospital discharge teams and health professionals, sharing timely and relevant information to support safe and coordinated care. Systems were in place to monitor changes in people’s needs and escalate concerns promptly. Leaders described the use of digital monitoring and clear escalation pathways to support early intervention and reduce the risk of avoidable hospital admissions, supporting people to remain safe and well supported at home.

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 consistently told us they felt safe with staff and knew how to raise concerns, with positive feedback highlighting caring relationships, good communication and continuity of staff. Comments included, “I feel safe because they look after me and tend to my needs,” and “They are like my friends, I can tell them exactly what I need.”

Staff showed a clear understanding of safeguarding responsibilities and recognised signs of abuse and neglect, reporting concerns promptly in line with policy. A staff member told us, “If I have any concerns, I would report them immediately to the office or safeguarding team.” Safeguarding was regularly discussed in training and supervision, and staff confirmed incidents were recorded, reviewed by the management team and followed by reflection where needed. Records showed clear safeguarding logs and analysis, with appropriate actions taken, including timely referrals to the local authority and notifications to CQC where required. External professionals confirmed the provider worked collaboratively with partners and took appropriate action when concerns arose.

The provider worked with people to understand and manage risks using a holistic, person-centred approach. Staff supported people in a way that kept them safe while enabling them to do the things that mattered to them.

Risks such as moving and handling, falls, skin integrity, swallowing and medication were assessed, clearly recorded and reviewed, with guidance in place to support staff to manage these safely. Most people and relatives told us risks were well managed by skilled staff using appropriate equipment and clear care plans. Comments included, “My risks are managed by skilful staff and a good care plan organised by the agency,” and “The staff are very well trained and skilled at moving my relative after personal care.”

Care plans included clear instructions, such as stopping transfers if a person showed signs of pain or distress and escalating concerns promptly. Where two people reported feeling uncomfortable during hoist transfers, the provider reviewed equipment and support to ensure it remained suitable. Records and staff feedback showed people’s choices were respected, with risks explained and decisions clearly recorded.

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

Environmental risk assessments were completed for people’s homes as part of care planning and ongoing risk management, supporting the management of identified hazards such as falls, fire safety and infection prevention.

Staff supported people to keep their homes clean and tidy in line with their wishes, helping to reduce risks while respecting people’s homes and independence. People and relatives gave positive feedback about this support. One person told us, “They keep my place really well maintained,” while another said staff “put everything away that they used.”

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.

Most people and relatives told us staff were reliable, arrived on time and stayed for the full duration of visits. One person said, “There are always plenty of staff and I have two at a time, and they always manage this.” Staff confirmed they generally had enough time to deliver care safely and without rushing.

The provider supported staff through a structured induction, regular training, supervision and competency checks, including for medication administration and moving and handling. New staff shadowed experienced colleagues to support safe practice and continuity of care.

Recruitment checks were robust, and the provider did not rely on agency staff, supporting continuity and familiarity for people using the service.

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 relatives consistently told us staff followed good hygiene practices and used personal protective equipment (PPE) appropriately. Comments included, “They make sure they use all the necessary PPE; I cannot fault them,” and “[Staff member] is so respectful when they come in. They always make sure they put shoe covers on and leave the place as they found it, which I really like.”

Staff demonstrated a clear understanding of infection prevention and control procedures and told us PPE was readily available and disposed of correctly. Infection risks were addressed within care plans, and practice was monitored through training, supervision and spot checks.

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.

People and relatives gave positive feedback about medicines support. Several told us staff administered medicines reliably and as prescribed. Comments included, “They check that I’ve taken it,” and “The staff give my relative her medicines and she takes them okay.” Where people managed their own medicines or were supported by family members, this was clearly recorded.

Staff received medicines training and regular competency checks and told us this helped them feel confident when supporting people. One staff member said, “I feel confident in medication administration. I have received training from the office, and my competency has been assessed.”

Medicines systems supported safe practice. The provider had a medicines policy in place and used electronic medication administration records (eMARs) to accurately record administration, refusals and reasons. Regular medicines audits were completed to identify issues and ensure appropriate action was taken.

Care records, including ‘as required’ (PRN) medicine protocols, contained personalised guidance to support consistent practice, such as the correct use of topical creams.