Yes2healthcare Ltd Also known as Yes2healthcare 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 assessment for this newly registered service. This key question has been rated 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. The staff team enjoyed working with each other and there was a good supportive teamwork established. The registered manager promoted a culture of openness through an ‘open-door’ policy, where accidents, incidents, safety concerns and opportunities for improvement were discussed. Lessons were learned to continually identify and embed good practice. The provider had a clear vision for the direction of the service which demonstrated ambition and a desire for people to achieve the best outcomes possible. Staff knew people well and understood how best to provide the care they needed. Staff told us they would report any incidents to their manager or the office. Systems were in place to record accidents and incidents. These were reviewed and actions outlined which had been taken.

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. There was an appropriate process for new referrals, obtaining a copy of the person’s initial assessment, and the registered manager carrying out their own assessment of need, before deciding whether they would be able to provide support. There was an electronic care record system in place, which care staff had access to and people confirmed they had access to a hard copy if required. This helped ensure care was provided in a planned, responsive and organised way. The provider then followed up with the person and their representatives to review the package, ensure they were happy with the care they were receiving and if there was a need for any adjustments to the current care. Staff worked with partners, for example, district nurses and commissioners, to provide joined up care to people.

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 were safe and knew how to raise concerns about any abuse or neglect. Staff understood how to ensure people were protected from abuse and neglect, one confirmed, “We are trained to know how to recognise signs of abuse and escalate concerns following our safeguarding procedures”. Managers and staff understood how to take appropriate action to keep people safe. The provider knew they were required to share any concerns quickly and appropriately and policies held the details of agencies involved.

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. People were informed of their individual risks during their initial assessment, and the information was used to inform their care plan and how to mitigate risks. Staff respected choices people had made about how their care was to be delivered. Records were person centred, and guided staff how to provide support safely. The electronic care records system meant staff always had access to all the information and any updates immediately. Staff commented, “We share updates via handovers, daily notes, and team meetings, which helps ensure we are made aware of any risks and supports consistency in care”.

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 were supported from any potential risks in people’s own homes. An environmental risk assessment of each person’s home was carried out as part of the initial referral assessment, to identify whether the person’s home was safe and suitable for the care staff to provide support. Any equipment used to provide safe care, was checked by staff prior to each use. The provider had a health and safety policy in place which identified expectations of staff to maintain safety for themselves and of people using the service.

The provider did not always follow best practice or their own policy on recruitment. There were enough qualified, skilled and experienced staff. They made sure staff received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

People were supported to plan their own rota’s, sometimes choosing specific staff to support them. People received the care they needed and confirmed that staff arrived at the planned call time and stayed for the agreed visit length. Staff received training appropriate and relevant to their role, confirming, “The last training I received was in stoma care which equipped me with essential skills relevant to my role”. Training was refreshed at regular intervals, to maintain required knowledge and skills and specific competencies were checked.

However, we found the provider did not follow their own policy in relation to safer recruitment. The providers' employment records, were checked, including, ‘right to work documentation’, to verify they prevented illegal working, as well as checking education, prior employment and references. We found areas which had not been fully completed. The provider acted immediately to create an action plan, to ensure safer recruitment practices were fully implemented moving forward.

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 were protected as much as possible from the risk of infection. They were supported to maintain their personal hygiene in line with their needs and preferences. Staff understood their role and responsibilities for maintaining high standards of cleanliness and hygiene in people’s own homes, as well as their own hygiene, including hand washing. Staff understood the importance of food safety, when preparing or handling food, following required standards and practice. Staff were provided with and used personal protective equipment (PPE), in line with recommended national guidance.

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’s care plans clearly demonstrated whether they needed support with their medicines or not. Not all people receiving support required assistance with medicines. Records included the details of the medicines prescribed and reasons for taking them. Staff received the necessary training in how to support people with medicines safely, “I have received training in medicine administration, and my competence is checked. I am confident in administering medication safely”. Effective audits were in place to monitor for any emerging issues, such as where individual staff re-training was required. Managers acted where errors had been identified. This demonstrated the provider had taken reasonable steps following a ‘lessons learned’ incident, to ensure people’s medicines were being safely managed and administered.