Ealing Office

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.The service was previously in breach of a legal regulation in relation to people’s safe care. Risk plans were not robust enough and did not always mitigate risks of harm to people and medicines were not always managed safely. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

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. Examples shared with us showed lessons had been learned following a complaint. For example, additional training and supervision were put in place to support staff when things had gone wrong. A record showing outcomes and actions taken was shared with us. This showed that the provider analysed incidents and accidents to identify any patterns or trends. People could be assured that the service was transparent and had a clear oversight of incidents.

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. Information shared by the provider showed there was a clear process in place to support safe transfers from hospital admissions to discharges to home. The service demonstrated they understood the importance of maintaining clear communication with discharge teams. This meant people could receive care and support that was well co-ordinated.

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. All risk and care plans we reviewed were comprehensive and detailed. People and relatives told us staff knew how to meet people’s needs and they were involved in decisions about care needs. Changes to care needs were clearly documented and communicated to staff. This meant people could be assured they were supported safely by a competent team.

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. All risk and care plans we reviewed were comprehensive and detailed. People and relatives told us staff knew how to meet people’s needs and they were involved in decisions about care needs. Changes to care needs were clearly documented and communicated to staff. This meant people could be assured they were supported safely by a competent team.

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 recruited staff safely. Background checks were carried out prior to employment. These checks included checks for any criminal records. Everyone we spoke with told us staff were good at their job, on time and there were no missed calls. Staff told us they were very well supported by the management team through regular meetings and supervisions. The provider monitored calls and addressed any issues when needed. Overall people could be confident that staff had received good support and were fully vetted before they started their role.

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 recruited staff safely. Background checks were carried out prior to employment. These checks included checks for any criminal records. Everyone we spoke with told us staff were good at their job, on time and there were no missed calls. Staff told us they were very well supported by the management team through regular meetings and supervisions. The provider monitored calls and addressed any issues when needed. Overall people could be confident that staff had received good support and were fully vetted before they started their role.

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. Staff received medicine training when they started in their role. The provider checked staff competence annually. Medicine audits showed medicines were administered in accordance with people’s care plans. Audits were carried out to check the quality of care this included medicine audits.This meant people could be assured that their medicines were administered safely.

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. Staff received medicine training when they started in their role. The provider checked staff competence annually. Medicine audits showed medicines were administered in accordance with people’s care plans. Audits were carried out to check the quality of care this included medicine audits.This meant people could be assured that their medicines were administered safely.