Human Support Group Limited - Oaklands

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 of this 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 process for staff to report incident and accidents was clear and staff were encouraged to report. Staff told us, “Yes, we report medicines errors for example, we would record it. Yes, there is an open culture” and “Yes, the process is clear, and we are encouraged to report. We are always told to record and report.” Good guidance was in place to support staff to understand the types of incidents they needed to record and report.

Processes reviewed during the assessment demonstrated safety incidents were appropriately investigated and reported. There was a clear description of each incident and the actions taken in response. An electronic system enabled effective oversight and enabled the management team to identify any themes and trends.
 

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 worked closely with other services. They attended a monthly allocations panel with the housing association and the local authority. A collective decision was made to agree if people’s needs could be met before a referral was accepted. If accepted, people were assessed by the service and a care plan agreed.

People were supported to experience a smooth process when they were referred to other services. Information was shared so they received the care and support they needed, in line with their individual plans.
 

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 had access to policies and procedures in safeguarding. Staff were supported through their induction and training to understand their safeguarding responsibilities. We discussed safeguarding with staff and checked their learning in practice. They understood their responsibilities and how they should report concerns to the management in the service.

People’s rights were upheld, and staff training included training in the Mental Capacity Act and Equality Diversity. There were no Deprivation of Liberty Safeguards (DoLS) in place. Any restrictions were kept to a minimum and best interest decisions were made to support people safely.

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 consulted and updated about all aspects of their care. People did not report any concerns. Staff told us the care plans were clear and provided guidance on how to manage any risks. People were supported and encouraged to access the community and a range of activities safely.
 

The oversight of health and safety issues related to the premises needed to improve.

The provider needed to improve oversight of health and safety matters including for example lift safety and fire safety, to ensure timely and appropriate remedial action. Measures were put in place by the provider during the course of this assessment to improve their oversight.

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 and their families provided positive feedback. They told us, “[Relative] is very happy with the carers who are all great. They arrive on time. [Relative] has regular ones which is fantastic; consistency of care is really good” and “I am very happy with my excellent carer who is on time and stays the full duration. [Staff] will stay a bit longer if I need extra help. I have 1 carer 4 times a day who is so reliable.”

Staff were recruited safely and had the appropriate pre-employment checks in place before employment commenced.

There were enough staff to meet people’s needs and staff received the support they needed to deliver safe care. This included induction, supervision, appraisal and support to develop. We received no concerns about staffing levels. Staff told us, “We have enough allocated time. We have enough staff definitely” and “We do spot checks to observe care. They observe night staff. We get all the training we need to meet specific needs. They send out best practice guidance too and they update us if something changes.”
 

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.
Staff received training in infection, prevention and control and regular ongoing support through regular competency checks, themed one to one supervisions and spot checks.

We observed a clean environment, and staff were positive about the cleanliness of the environment when asked for feedback. They told us, “Yes, we are trained, and personal protective equipment (PPE) is available. We wear it at every visit, and we change it after every task.”

A healthcare professional told us, “I have been impressed” by how clean the home is including the resident’s apartments. The staff have always been friendly and caring towards the residents and I have no concerns whatsoever for the wellbeing of them.”

All relevant staff had completed food hygiene training and followed the correct procedures for preparing and storing food.

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.
Medicines were managed safely. People were supported by staff who followed systems and processes to prescribe, administer, record and store medicines safely. Staff who administered medicines had been trained to do so and the registered manager completed regular competency checks to ensure procedures were followed.