Medicare Link Limited

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 assessment for this newly registered service, Medicare Link Limited. This key question has been rated 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 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.

The provider had systems to ensure the detailed recording were logged of accidents and incidents that took place. These systems were designed to facilitate an analysis of such events by senior staff, with the aim of identifying recurring patterns, root causes, and contributing factors.

As part of the incident review process, lessons to learn were identified and shared with staff members. This culture of learning supported the ongoing development of the service.

The management team took a proactive approach to investigating incidents, developing action plans to address any issues identified. These plans were reviewed regularly in line with the improvements made, ensuring a cycle of continuous improvement within the service.

Staff received regular supervision, which focused on accidents, prevention strategies, and reflection on lessons learned. Staff told us that feedback regarding incidents and accidents was routinely provided during supervisions, and updates about changes to care plans and risk assessments were communicated promptly via email from management. A staff said, ”I receive regular supervision. These meetings give me the opportunity to reflect on my practice, discuss any concerns from any accidents or incidents, and identify areas for development or further training”.

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.

The service implemented systems for capturing essential information during the pre-assessment phase. This process was designed to determine whether the service could safely support people, ensuring that their specific requirements and safety considerations were fully evaluated prior to admission. A relative told us, “Me and my [Person] was fully involved with the assessment that the manager completed. We were asked several questions such as, who should provide the support, a choice of male or female carers, times when we wanted the care staff to visit.”

Once the initial assessments were completed, the registered manager took responsibility for developing detailed care plans and risk assessments for each person. These documents were tailored to reflect the unique needs, preferences, and potential risks associated with the person’s 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.

Systems and processes were in place within the organisation to effectively safeguard people from the risk of abuse or neglect. These systems included robust policies and procedures, which clearly delineate the steps to be taken for identifying, reporting, and responding to any concerns regarding abuse.

During our assessment, people and their relatives told us that safeguarding information was not only accessible to staff but was also provided to those using the service and to their families. A relative said, ”We were giving information about safeguarding concerns and how to report and who to report the concern too”.

The management demonstrated a good understanding of their roles and responsibilities in protecting people. They told us that they had developed safeguarding policies, procedures and training. This provided staff with clear guidance on how to identify potential risks, how to report concerns, and the appropriate response to allegations or suspicions of abuse.

The organisation conducted regular audits and reviews of its safeguarding practices. This process ensured that any gaps or areas for improvement were promptly identified and addressed, and that the organisation remained aligned with current statutory requirements and sector best practice.

The registered manager told us, “We test staffs’ knowledge and understanding when staff have completed safeguarding training. This was in staff meeting and staff supervision”.

Staff told us, that they received comprehensive safeguarding training both during their initial induction and as part of regular professional development sessions. A staff said, “I have received training in safeguarding which is very helpful.” Another staff member said, “The management team is approachable and encourages open communication. I understand safeguarding procedures, and I know how to report concerns appropriately and confidentially.”

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.

The providers approach to risk management was person-centred, proactive, and inclusive. By involving people and their families, conducting detailed assessments, and respecting people’s preferences, the service promoted both safety and independence. This not only reduced the likelihood and impact of adverse events but also supported people to enjoy meaningful and rewarding lives. For example, this included risks relating to falls, trip hazards and using equipment such as hoists.

Once risk assessments had been completed, the findings were used to develop care plans. These plans detailed the strategies and support required to manage identified risks, aligning with the persons needs and routines. Regular reviews ensured that the care plan remained relevant, and adjustments were made as necessary, especially as circumstances changed or new information emerged.

Staff reported that they actively participated in the process of completing risk assessments. Their involvement included identifying potential hazards, evaluating risks, and suggesting appropriate measures to mitigate those risks. This collaborative approach ensured that risk assessments were thorough, relevant, and reflected the practical experiences of those working directly in the environment.

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

The registered manager told us, the assessment of peoples environment was part of the initial assessment. The primary aim of these assessments was to identify potential hazards and implement suitable strategies to reduce risks and ensuring that there was a safe environment for all involved.

Feedback from people and their relatives, receiving support highlighted the positive impact of these risk assessments. People expressed that staff supported them in a safe manner. A relative told us, “It put my mind at rest knowing that my [Person] is receiving the care they need and knowing they are safe when I’m not at home.”

Staff members told us, that these assessment of people’s living environments contributed significantly to the safety of both staff and those receiving care. By ensuring risks were identified and addressed, staff can carry out their responsibilities with greater confidence and security. A staff told us, “We are pervaded up to date risk assessment, which we read and confirm that we are clear on what we need to do to help keep people safe. We can also contact our manager if we have any question or concern regarding risks when we are working in a person’s home.”

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.

The provider ensured a robust approach to staffing by employing qualified, skilled, and experienced staffing. Staff were supported through effective supervision and opportunities for professional development, encouraging a collaborative environment that prioritised safe and individualised care.

Staff received training across key areas, equipping them to support people effectively while maintaining high standards of safety. The training programme included, Safeguarding adults, Infection control, Risk assessment, supporting people to help manage their anxiety. This ensured staff were prepared to address a wide range of needs and situations within their roles.

The provider had thorough systems for pre-employment checks prior to staff commencing work. Staff files were well-maintained and included, completed application forms, copies of passports or driving licences, references, health checks and criminal records checks.

These checks helped safeguard people by preventing individuals who were barred from working with vulnerable people from gaining employment.

Staff confirmed they underwent a structured induction process upon joining the service. Documentary evidence of completed induction forms was available, demonstrating that staff had been introduced to essential areas such as required training, organisational policies and procedures, and familiarisation with the people they would be supporting. A staff said, “When I first started working at the service, I completed an induction, which gave me important information about policy and procedures and people’s care plans. I also completed several different training sessions which helped me to gain the skill and confident to do my job”.

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 told us, “The staff leave gloves and aprons at my home, so they have what they need to help keep me safe.”

All staff members received comprehensive training in infection prevention and control procedures. This training covered the correct use of personal protective equipment (PPE), hygiene protocols, and practical steps to maintain cleanliness in people’s' homes. Staff consistently demonstrated their knowledge by wearing PPE during their duties and assisting people in keeping their homes tidy and clean. Staff comments included, “I always ensure that I wash my hands with soap before and after care, I wear PPE (gloves, aprons, mask). Dispose of waste safely.” Another staff member said, “Infection prevention and control procedures are strictly followed including proper PPE use, waste disposal and regular hand hygiene.”

The provider regularly conducted infection control audits to observe and assess staff performance. These audits were designed to ensure that appropriate infection prevention and control measures were consistently implemented in daily routines. Staff members were observed following established protocols, which contributed to the overall safety and wellbeing of people who used the service.

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.

People and relatives told us they received their medicines as prescribed. A person said, “I have no concerns about my support I get from with taking my [medicines].”

As part of the assessment, we reviewed people’s medication administration records (MAR’s) . The records reviewed were found to be completed correctly by staff, with all entries appropriately documented.

The management team played an active role in overseeing staff practices related to the administration of medicines. This ongoing oversight ensured that any issues were promptly identified and addressed. The registered manager confirmed that they would take appropriate action where required, further supporting a culture of safety and accountability.

The evidence indicated that staff were well-trained and competent in administering medicines, with effective systems for ongoing monitoring and improvement. Regular audits, robust oversight, and responsive management procedures contributed to the safe and accurate administration of medicines, supporting positive outcomes for people using the service.

Staff were assessed by senior staff, to ensure that staff were competent to administer medicine to people safely prior to support people with their prescribed medicines.