First Support Care

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 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. Accidents and incidents were monitored and action taken to mitigate risks to people. Incidents were reviewed during monthly audits and discussed during senior team meetings. Staff understood their responsibilities to record and report accidents and incidents, and could complete incident forms via electronic logs.

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. Staff worked well with external professionals, to ensure people received safe support and treatment. For example, 1 person had recently undergone a speech and language therapy (SALT) assessment and was provided with a specialised diet to reduce their risks of choking. Care records were electronic and could be easily shared between services, where appropriate. Where people required a stay in hospital or emergency care, 'grab sheets' were in place, to enable key information to be shared with healthcare professionals. Professionals told us the service worked extremely well with them. A professional said, “First Support Care were well-organised and proactive. Communication was timely, professional, and constructive throughout, with clear coordination from both management and administrative staff.”

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 told us they felt comfortable to report safeguarding concerns, and these would be acted upon. A staff member said, “I would report on any unsafe practices or procedures within the company. I feel confident that I would be able to whistle-blow on poor practice, although I haven't needed to do so in the past. I would report these concerns to my manager or to CQC.” Safeguarding concerns were recorded and monitored through audit processes. Staff were trained in relation to safeguarding vulnerable people, this included a competency quiz of staff's knowledge and safeguarding was discussed during staff meetings. People's relatives told us their loved ones received safe care and support from staff. A relative said, “[Relative] is 100 percent safe, staff are kind and honest.”

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 had risk assessments and associated care plans in place. We found some records which required further information about how staff used mobility aids. Where people were at risk of choking, this had been assessed and referrals made to external professionals. Records evidenced people received food and fluids in line with their assessed needs. Where people were at risk of falls or pressure wounds, this was appropriately assessed, risks managed, and equipment was in place. A staff member said, “I would be absolutely happy for my relative to use this service. I’d feel confident they’d be looked after well.”

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 were supported in their own home and risks assessments were undertaken of each person's environment; this included a fire safety risk assessment. Equipment was in place, to enable people to mobilise and receive personal care, for example, walking frames and shower chairs. Staff were trained in the use of equipment and received competency checks, to ensure they were safely supporting people. A staff member said, “I don't have any concerns about people’s safety. I believe our service users receive high-quality care in a safe environment.”

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. Safe systems and procedures were in place, to promote safe infection, prevention and control (IPC). Regular IPC audits were undertaken by the leadership team. Staff had access to policies and were trained about how to keep people safe. Staff received spot checks, to ensure they adhered to safe IPC practices. Relatives told us staff wore Personal Protective Equipment (PPE) and kept their homes clean and tidy.

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. Safe systems and procedures were in place, to promote safe infection, prevention and control (IPC). Regular IPC audits were undertaken by the leadership team. Staff had access to policies and were trained about how to keep people safe. Staff received spot checks, to ensure they adhered to safe IPC practices. Relatives told us staff wore Personal Protective Equipment (PPE) and kept their homes clean and tidy.

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. Where people received short term medicines, such as eye drops or antibiotics, records evidenced these were given as required. Staff completed medicines administration records (MAR's) and relatives told us staff administered medicines safely. Staff received training and competency assessments prior to administering medicines to people. A staff member said, “I've received comprehensive medication administration training that covered the 6 rights of medication (right patient, right medication, right dose, right route, right time, right documentation), proper handling procedures, and how to correctly complete MAR charts.” Where people received 'as required' medicines, some information was in place to guide staff about how and when these should be given, however these could be improved by being more detailed and person centred.