United Response - 2a St Alban's Close

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 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 open culture which supported learning and improvement. Staff were encouraged to reflect on their practice and seek support when needed. Feedback from professionals highlighted the team’s willingness to have a culture of continuous improvement to improve outcomes. One visiting professional told us, “They are open and honest and will ask questions when they are not sure of something and seek training when needed.” Staff described a supportive environment where learning was embedded in day-to-day practice, and leaders used team meetings to share lessons learned and updates⁠.

The service had safe and effective systems in place to support people through transitions. Staff demonstrated strong planning and communication when supporting new admissions, including personalised preparation and family involvement. One visiting professional told us the transition of a person into the service as “excellent,” noting staff “went above and beyond” to ensure a smooth move and robust care planning⁠. Care plans were person-centred and included detailed risk assessments and protocols for managing transitions and ensured staff had the information to provide safe care.

The provider had effective safeguarding systems in place to protect people from abuse and neglect. Staff understood their responsibilities and there were no safeguarding concerns raised during the inspection. Professionals confirmed the service was responsive to concerns and worked collaboratively with external teams. One professional stated, “We have no concerns at present regarding this service.”⁠ Staff were trained in safeguarding and understood how to raise concerns.

People were involved in managing risks in a way which promoted their independence and safety. Risk assessments were person-centred and regularly reviewed. Staff supported people to access the community safely, considering individual health needs and preferences. One staff member explained how they balanced risk and choice: “We do what we can to keep people happy and support them to be able to access the community without putting them in danger.” Care plans included clear strategies for managing health-related risks such as epilepsy, mobility, and nutrition.

The environment was clean, well maintained and adapted to meet people’s needs. The inspection found no malodours, and rooms were personalised and homely. Equipment such as hoists and fire safety systems were regularly serviced and checked. Environmental audits were completed and actions taken where needed. The service was homely and worked in line with right support, right care right culture. People’s rooms were personalised and tailored to meet their needs.

Staffing levels and skill mix were appropriate to meet people’s needs safely. Staff were observed to be caring and competent, and rotas showed consistent staffing. Staff spoke positively about the support they received and described the team “like a family.” One staff member said, “There is enough staff to provide safe care. The manager is amazing.” Staff were recruited safely and they had access to bespoke induction and ongoing refresher training, including in specialised areas to meet the persons specific needs.

The provider had effective infection prevention and control measures in place. Staff used personal protect equipment (PPE) appropriately, and donning and doffing stations were available. The environment was clean, and hygiene practices were embedded in daily routines. One staff member told us, “Due to the staff’s hard work and perseverance, there has not been a single case of COVID within the service at all.” Leaders completed audits which consistently found staff worked in line with infection best practices.

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

Medicine administration records showed people received their medicines as prescribed. People who had been prescribed medicines on a when required basis had written plans in place to inform the care staff of how and when it was appropriate to administer these medicines. People were supported to go out and visit friends and family. The service had procedures in place to account for the medicines whilst they were away from the service. All medicines were stored securely. Staff who administered medicines had completed safe management of medicines training and had undergone an assessment to check their competency to administer medicines safely. Medicines audits ensured people received their medicines when they needed them.