Prime Care Domiciliary Essex

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.

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 service had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported incidents. Lessons were learnt to continually identify and embed good practice. The management shared learning with staff from incidents, accidents, complaints and safeguarding so that the service could continually improve and develop positive outcomes for people. Information was shared with staff through a secure messaging service, supervisions and meetings. A member of staff told us, “The [Care coordinator] keeps us up to date with any changes and we have regular communication through various different channels, and regular meetings.”

The service 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 Operations Manager told us, “A meeting takes place to carry out a full assessment before we commence a support package to determine if we are able to support the individual or not. We also look at what additional training our staff may need to ensure the person receives the best support. We get health professionals involved in the initial assessment too.” Staff told us they read through the care plans to ensure they had all the information they needed to provide support safely. A relative told us, “When we went through the assessment with [Care coordinator] we were offered a range of carers, and we decided on an all-male team. We have had experience with other agencies, but this is an excellent one.” Another relative told us, “[Care coordinator] came and carried out the initial assessment or consultation, nothing was a problem. They didn’t put up any barriers, no hurdles/no barriers, all very positive.”

The service 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 service shared concerns quickly and appropriately. The registered manager had raised safeguarding concerns appropriately and had worked with the local authority to investigate these to ensure people were being safeguarded.  Staff understood how to recognise the signs of abuse and could describe the actions they would take to safeguard people including informing other agencies if they were concerned about action being taken. A staff member told us, “I would immediately report any concerns if I felt someone was at the risk of abuse. I have completed all my training, and we are always reminded of what we have been taught through discussions and meetings.”

The service 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. Risks to people had been assessed and risk assessments had been put in place to help mitigate risks as far as possible. These risks included areas such as supporting people with physical healthcare needs, use of mobility equipment and with personal care. Staff knew the risks to people well and told us they were kept up to date if there had been any changes to risk assessments and care plans. Staff said they always read the care plan and checked their phone app for care package changes or updates. A staff member told us, “I thoroughly read through everything about a person before supporting them and I always request additional training if I need it. I enjoy spending time with people and always try to get to know them better by talking to them.” A relative told us, “The carers really check [Relative] over very carefully and they advise me if they see anything that needs following up with the district nurse.” A staff member told us, “I thoroughly read through everything about a person before supporting them and I look out for any updates or changes to their care plan.”

People received personal care and support in their own homes. The Operations Manager told us, ''We involve families and health professionals when formulating and reviewing the care plans and work closely with them on a regular basis.'' Risk assessments had been completed to provide staff with guidance on how to keep people safe and minimise risks. For example, there was a risk assessment in place describing risks to people's home environment.

The service made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. Staff worked together well to provide safe care that met people’s individual needs. The Operations Manager had processes in place to ensure all staff received an extensive induction and staff we spoke to confirmed this. Appropriate checks were in place before staff started work including providing full work histories, references and a Disclosure and Barring Service (DBS) check. DBS provide information including details about convictions and cautions held on the Police National Computer. The information helps employers make safer recruitment decisions.

There was enough staff available to provide safe and consistent care to people safely. A relative told us, “No missed calls, and [care coordinator] is always letting me know of any changes. [Care coordinator] texts me, I think [Manager’s name] is a good manager.” Another relative told us, “We’ve not had any late calls, they come in during the window slot we expect.” A person told us, “Staff always check in on me when they came in. They were asking me if I was alright and having a chat with me. They were such a lovely group of carers, I can’t believe that they would be any different with other clients, they are exceptional. The carers have sweet and kind characters, and they provide good care.”

The service assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff had undertaken infection prevention and control training and were provided with personal protective equipment (PPE) which could be collected from the office. A member of staff told us, “I wear PPE when required, such as gloves and aprons during personal care and masks if needed.” The care coordinator completed a monthly infection prevention and control audit to identify any shortfalls.

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. The Operations Manager told us, "Staff did not support people with medicines until they had completed the required training, and medicine competency assessments were completed.” Medicine competency assessments were seen. People had care plans and risk assessments in place which detailed what medicines they were prescribed and how they liked to be supported. The care coordinator completed regular medicines audits which were signed off by the Head of Operations. There was a system in place to identify any shortfalls and to ensure people received their medicines safely.