Santa Care

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 72 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff reviewed incidents and accidents and took corrective action where necessary to prevent reoccurrence. We found that when a medication error happened, staff received refresher training on medicine administration. The manager updated risk assessments after safety concerns were raised during the assessment about COSHH products (Control of Substances Hazardous to Health) storage and medicines procedures.

The manager stated, 'We always review what went wrong and make changes to prevent it from happening again.' Team meetings were used to share updates and ensure staff were kept informed.

The provider had safe systems in place to manage people’s care and support, including when their needs changed or when they moved between services.

Staff followed a structured handover process, which ensured that care information was passed on clearly and consistently across shifts. This supported continuity and helped reduce errors or delays, especially during shift changes or when liaising with external professionals.

Updated care plans and risk assessments were used to guide decisions when someone’s health needs changed, ensuring their safety and comfort. Staff knew how to escalate concerns and worked with GPs, mental health teams and other community professionals to support people during key changes in their care.

Weekly and quarterly audits, including health and safety, medicines, and environment checks, helped maintain safe conditions and allowed managers to respond quickly if any gaps were identified. When new people joined the home, assessments were shared promptly with healthcare partners to help plan smooth transitions.

A staff member told us, “We always make sure people get the right help at the right time. If anything changes, we’re straight on it and speak with the GP or whoever we need to.”

The management and staff made sure that people were protected from avoidable harm and abuse.

Staff had training on how to recognise and report abuse and they knew how to apply it.A staff member said, “Safeguarding means protecting clients from abuse and neglect. Sexual abuse, financial abuse".

Staff were aware of policies in place to guide them on what to do if they suspected someone was at risk of abuse. A staff member gave us an example and said, they could report and record any incident that cause upset to a person. This shows staff were alert to any possible signs of abuse and ready to take action to prevent harm.

The management worked with local safeguarding teams and promoted an open culture, where people felt safe to speak up. Staff also monitored changes in people’s mental health and wellbeing, to help them identify and respond to potential safeguarding concerns early.

Staff took steps to involve people in decisions that affected their safety and wellbeing. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

Staff involved people in discussions about medicines management and safety and ensured that individual preferences were respected. Risk assessments were also updated based on people’s feedback.

Meeting records showed that people were informed about changes and had opportunities to express concerns or ask questions.

The provider did not always detect and control potential risks in the care environment. They did not always make sure equipment, facilities and technology supported the delivery of safe care.

Following the previous assessment, management had updated the daily health and safety checklist to include furniture, fixtures and fittings. Staff checked for issues and reported any concerns immediately. Infection prevention measures were embedded into daily practice. . While staff made sure the physical environment was generally clean and hazard-free, we noted that the bathroom needed a deep clean. The laundry room also had some items on the floor that were a potential trip hazard. When this was addressed with the manager, the items on the floor were removed immediately and a deep clean was scheduled. Fire risk assessments, fire drills and alarm tests were completed and recorded.

However, during the assessment it was noted that cleaning products were stored in a cabinet with a broken door. This meant the items were not stored correctly because they are hazardous substances and should be locked away when not in use. The manager quickly rectified this by moving the items to a suitable, locked cupboard.

People were supervised when doing their hobbies, both in and out of the home to reduce risks and maintain independence. A social worker we spoke to noted, "The home confirmed that [a person] is supervised during any activity; staff also provide guidance and support to mitigate risks to herself in the home and when she goes out."

A person we spoke to described their room as basic but liked that it was personalised, with their own ensuite toilet and sink. This promoted their privacy and safety in their personal space. Another person nodded and made happy sounds when asked about their bedroom, suggesting they liked their living space.

The management made sure there were enough staff, who received support, supervision and development. Staff worked together to provide safe care that met people’s individual needs.

Records confirmed staff completed training the provider considered mandatory to support their roles. As well as this, staff participated in competency assessments to guide them on best practices. The management had put structured handovers and medicines checks in place that involved multiple staff members to try and prevent errors. Staffing arrangements were adapted based on people’s needs, with female care workers available when required for personal care. Additionally, robust recruitment and reference-checking procedures were reinforced following past inspection recommendations. Staff induction was reinforced to ensure all employees understood person-centred care and their responsibilities. Supervision records showed that staff performance improved following these measures.

Regarding staff being effective a social worker we spoke to said, "The manager and staff were accessible and cooperative".

The provider assessed and managed the risk of infection and maintained infection control standards.

Cleaning schedules included key areas such as the laundry room and bathroom which were added to be deep cleaned monthly. Staff received training in hand hygiene and infection control procedures and used PPE (personal protective equipment) appropriately this ensured compliance with updated health guidelines. During this assessment, it was noted that some food items and condiments were missing 'use by' and 'date opened' labels. In response, the manager implemented a new system requiring both types of information to be included. Staff were trained on the updated procedure, and food has now been observed to be correctly labelled. Staff meetings addressed infection control reminders, which reinforced good 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.

Medicines counts were verified by three staff members to reduce the risk of mistakes, and staff received refresher training on medicines handling. These actions helped ensure people were supported to take their prescribed medicines safely.

During the assessment, it was noted that 1 medicine was stored in the fridge incorrectly. In response, the manager introduced a locked storage box within the fridge to keep the medicine secure and in line with guidance. The manager noted that only trained and competent staff will have access, and they shall continue to monitor and log the storage temperature. The manager also took further steps to improve medicines management overall.

It was also noted that 1 PRN (as-required) medicine did not have the necessary protocols in place. Therefore, the manager introduced a revised protocol, with clear guidelines for administration.