SentriCare

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 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 shared lessons learned when things went wrong with the wider staff team. The registered manager told us there was a system in place to monitor where things had gone wrong and consider if there was learning. We saw incident management logs which showed incidents had been reviewed and learning considered when there had been accidents, medicine errors and safeguarding concerns. Where there was learning for staff members, this was identified and actions were taken to prevent any reoccurrence. The registered manager told us wider sharing of the learning was done through staff meetings, supervisions and other communications with staff. People and their relatives raised no concerns about accidents or incidents and told us they felt safe with staff. Staff told us they reported any incidents to their manager and ensured people received medical attention if required if there was an accident. A staff member said, “When things go wrong, we learn from it, so it doesn’t happen again.”

The provider had systems in place to ensure people using the service were supported safely. People and their relatives told us the registered manager visited them before the care started to develop a care plan. Staff told us when people began using the service, they were informed about their needs and had a care plan and risk assessments in place to guide them. A staff member said, “We get to know their health conditions, allergies, next of kin and we look at this before we go in. Usually, the registered manager would call you and tell you about a new client and you can read previous care notes.” The registered manager told us they completed an assessment and care plan and ensured individual risk assessments were in place for specific risks identified. For example, people with conditions such as diabetes or epilepsy had individual management plans in place for staff, which were in place ahead of the care package beginning. The records in place supported what we were told.

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 and their relatives told us they felt staff supported them safely and raised no concerns. A relative told us, “We never have any concerns about [person’s name] safety and are very confident in the ability of their staff.” Staff were able to describe how they would recognise abuse and how they would report any concerns. The registered manager told us they had a tracking system in place to monitor the outcomes of any safeguarding incidents and ensure any learning identified was addressed. Records we saw supported this.

The provider had systems in place to understand and manage risks to people’s safety. People were supported to manage risks to their safety. Relatives told us they felt staff understood risks and provided support to people to manage these. A relative told us, “[Person’s name] doesn’t require any equipment, but they do support them to move around and whilst showering.” Another relative told us, “I feel [person’s name] is very safe. The staff use equipment which they have all been trained to use.” Staff had a good understanding of the risks associated with people’s needs and plans in place. For example, a staff member said, “If there is a client that is at risk of falls, all equipment is in place. There are manual handling risk assessments and care plans in place.” We saw risk assessments were in place and reviewed regularly. These included risks relating to nutrition, choking, specific health conditions and some aspects of people’s treatment such as oxygen therapy and medicines people used.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. People and staff raised no concerns about how environmental safety was managed. The registered manager told us risk assessments were in place for people’s homes, which provided guidance for staff. Staff confirmed they were made aware of any potential risks and how these should be managed, records we saw supported this.

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 received support when they needed it. A relative told us, “They never miss a call, more often than not are early.” Another relative told us, “They are very relaxed and don’t try and rush off, always making sure that [person’s name] has the full care and support they need.” The registered manager had systems in place to ensure staff were recruited safely. Staff told us they had an induction into their role and regular updates to their training. Records we saw supported this. The registered manager had a system in place to monitor calls live, if staff were running late, the office was alerted and calls were made to people to inform them, which people confirmed.

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 told us staff wore Personal Protective Equipment (PPE). A relative told us, “The staff are good at hygiene and wash their hands often.” Staff told us they received training in preventing the spread of infection and had access to enough PPE. There were systems in place to check on staff practice during spot checks and there was a policy in place to guide staff practice.

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. A relative told us, “The staff are very good at giving [person’s name] their medication and there have never been any concerns.” Staff had received training in medicines administration and could describe how people were supported. We saw risk assessments were in place to guide staff and there were medicines administration records showing when people had received their medicines. The registered manager told us they ensured staff were competent with quarterly checks carried out on their medicines administration practice.