Right At Home (East Lancashire & Ribble Valley)

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 key question was previously rated good. This key question remains 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 culture of safety, based on openness and honesty. They sought external advice when encountering new concerns and lessons were learnt to continually identify and embed good practice.

Staff were supported to reflect on errors or incidents, with the registered manager keen to learn at every opportunity. The registered manager and other leaders reviewed incidents to identify any themes to ensure changes or improvements could be made if required. For instance, putting in place additional training to help reduce future risks.

The provider worked well with people, relatives and health and social care partners to maintain safe systems of care. They contacted external professionals for advice and support to keep people safe. They made sure there was a continuity of care when people moved between different services.

There were clear processes to assess people’s needs prior to using the service and at regular intervals. Staff shared information efficiently and appropriately, using systems they understood well and used to good effect.

Staff understood people’s needs and were competent and skilled at using the provider’s electronic records system.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff protected people’s right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect.

The registered manager took a lead role in ensuring the culture was strongly focussed on people’s safety. They attended additional training to increase their own awareness and safeguarding played a key role in inducting new staff and ongoing training.

Policies were up to date and ensured the service had clear systems and processes to be vigilant regarding a range of potential harms.

Staff worked with people to understand and manage all aspects of risks they might face. Staff provided care to meet people’s needs that was safe, supportive and respectful.

Experienced staff conducted comprehensive and timely risk assessments for people and the service and reviewed them regularly. These risk assessments put in place effective measures to reduce risks and ensure all staff understood them well.

One person said, “I feel safe. I have a safety alarm, I have rails and special equipment around the house. The agency helped with this too.” One relative said, “They do the risk assessments and put in place more measures because of that.”

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

Initial risks assessments of people’s home environment and potential risk factors were again comprehensive and well thought out.

The provider made sure there were sufficient qualified, skilled and experienced staff to support people safely. Staff received effective support and supervision. They worked well together to provide efficient care that met people’s individual needs.

People experienced consistency in terms of when staff arrived and how long they stayed for. Relatives told us, “It’s great. Mum gets a weekly rota and its very rare they change the times.” Other relatives confirmed they used the provider’s electronic records system to see when staff had been, which gave them peace of mind.

The provider used safe recruitment processes and checks to ensure the risks of hiring unsuitable staff were reduced. Induction processes and shadowing of care calls were well planned and comprehensive.

The provider kept staff update with timely safety information, for instance regarding heatwaves, and regarding lone working. They were responsive to our feedback regarding this latter area and made additional improvements to policies and procedures.

The provider managed the risk of infection through sound environmental risk assessments and understanding people’s home environment.

The provider had effective policies and training in place. There was always ample personal protective equipment (PPE) for staff to use. One relative said, “They’ve very professional like that and they always make sure to leave the house clean and tidy too.”

The provider had policies and procedures to make sure that medicines were safe and met people’s needs and preferences. Staff competence was regularly assessed. People were involved in planning their medicines needs, including when changes happened.

One person said, “They help me with my gels and creams so I never miss a bit.” A relative said, “They always make sure on the medications side, and update the app straightaway.”