LQS Healthcare Services Ltd

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.

This is the first inspection for this service. We have rated this key question 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.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. However, the incident log did not always contain enough information, or detail, to describe what actions had been put in place to mitigate future risk. We raised this with the provider during our inspection, and they agreed to add more detail to the incident log.

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. Structured routines, daily observations, and escalation protocols were in place to respond to changes in health and wellbeing. Key safe codes and visit schedules were clearly recorded, supporting safe access and 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 quickly and appropriately. Staff were checked to ensure they were safe to work with vulnerable people. Safeguarding protocols were in place, and concerns were escalated to social services when needed. Feedback from relatives indicated people felt safe and supported. Comments included, “They(staff)are caring and respectful” and “I would feel happy raising any concerns.”

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Care plans promoted independence through supported choices, such as selecting clothing and participating in household tasks. Risk enablement plans were in place, and family members were actively involved in decision-making. Communication aids and visual prompts were used to support understanding and engagement around risk taking.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Relatives consistently praised the cleanliness of the service. Comments from people supported included, “They leave my home nice, so respectful” and “Yes, they leave it clean and tidy, and they make the bed.” Environmental risk assessments were completed and reviewed, with hazards reduced appropriately.

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 saw familiar faces, which helped build trust and confidence. Feedback included, “We see the same faces, we have a very good relationship” and “The staff are very kind with [family member] and very well trained.”

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. Carers supported people with personal hygiene, skin care, and continence in ways that promoted dignity. Staff used protective equipment appropriately, and routines were clearly documented. Care plans included daily skin checks and cream application to reduce risk of infection.

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. Although most staff did not administer medication directly, they were trained to observe and report concerns. Medication was stored securely, and medication administration records were in place. Family members supported medicines administration, and care plans included prompts and safeguards to reduce the risk of missed doses or side effects.