Clarity Homecare Coventry

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

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. This is the first assessment for this 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.

People and relatives told us they knew how to raise concerns and felt confident and comfortable to do so. For example, the registered manager told us a person had raised they were unhappy about a carer answering a personal call. The registered manager took immediate action, addressed it with the staff member but also shared the policy with other staff to remind them. Accidents and incidents were recorded and analysed, so that lessons were learned and shared in a variety of formats. The registered manager told us, examples of learning were shared with staff during team meetings and electronically. Staff were encouraged to be proactive and reflect on how things could be done differently.

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.

People and relatives told us they knew how to raise concerns and felt confident and comfortable to do so. For example, the registered manager told us a person had raised they were unhappy about a carer answering a personal call. The registered manager took immediate action, addressed it with the staff member but also shared the policy with other staff to remind them. Accidents and incidents were recorded and analysed, so that lessons were learned and shared in a variety of formats. The registered manager told us, examples of learning were shared with staff during team meetings and electronically. Staff were encouraged to be proactive and reflect on how things could be done differently.

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.

People and relatives told us they knew how to raise concerns and felt confident and comfortable to do so. For example, the registered manager told us a person had raised they were unhappy about a carer answering a personal call. The registered manager took immediate action, addressed it with the staff member but also shared the policy with other staff to remind them. Accidents and incidents were recorded and analysed, so that lessons were learned and shared in a variety of formats. The registered manager told us, examples of learning were shared with staff during team meetings and electronically. Staff were encouraged to be proactive and reflect on how things could be done differently.

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 provider had created a communication group which included themselves, staff, person and relatives to ensure regular updates were shared and any issues resolved promptly. In addition, the provider held regular reviews with people and their relatives to ensure the care being delivered met their needs and any concerns addressed promptly.

Relatives told us the service worked effectively to support them with health and social care services. One relative said, “The social worker and I worked with [registered manager], they explained everything. What was going to happen next, the meeting was good”. The provider had a comprehensive pre-admission process in place which took in to account people’s, wants, wishes, cultural and religious needs. People were supported by friends and family during the process and care plans were agreed and signed once people were happy. The provider introduced staff to people prior to care commencing.

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 provider had created a communication group which included themselves, staff, person and relatives to ensure regular updates were shared and any issues resolved promptly. In addition, the provider held regular reviews with people and their relatives to ensure the care being delivered met their needs and any concerns addressed promptly.

Relatives told us the service worked effectively to support them with health and social care services. One relative said, “The social worker and I worked with [registered manager], they explained everything. What was going to happen next, the meeting was good”. The provider had a comprehensive pre-admission process in place which took in to account people’s, wants, wishes, cultural and religious needs. People were supported by friends and family during the process and care plans were agreed and signed once people were happy. The provider introduced staff to people prior to care commencing.

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 provider had created a communication group which included themselves, staff, person and relatives to ensure regular updates were shared and any issues resolved promptly. In addition, the provider held regular reviews with people and their relatives to ensure the care being delivered met their needs and any concerns addressed promptly.

Relatives told us the service worked effectively to support them with health and social care services. One relative said, “The social worker and I worked with [registered manager], they explained everything. What was going to happen next, the meeting was good”. The provider had a comprehensive pre-admission process in place which took in to account people’s, wants, wishes, cultural and religious needs. People were supported by friends and family during the process and care plans were agreed and signed once people were happy. The provider introduced staff to people prior to care commencing.

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 provider had created a communication group which included themselves, staff, person and relatives to ensure regular updates were shared and any issues resolved promptly. In addition, the provider held regular reviews with people and their relatives to ensure the care being delivered met their needs and any concerns addressed promptly.

Relatives told us the service worked effectively to support them with health and social care services. One relative said, “The social worker and I worked with [registered manager], they explained everything. What was going to happen next, the meeting was good”. The provider had a comprehensive pre-admission process in place which took in to account people’s, wants, wishes, cultural and religious needs. People were supported by friends and family during the process and care plans were agreed and signed once people were happy. The provider introduced staff to people prior to care commencing.

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.

Relatives told us their loved ones felt safe. Staff told us they were confident in raising concerns with the management team. Staff understood how to safeguard adults and children from abuse and were aware of the policies and procedures in relation to safeguarding and safety. Staff had received safeguarding training and understood how to spot the signs of abuse.

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.

Relatives told us their loved ones felt safe. Staff told us they were confident in raising concerns with the management team. Staff understood how to safeguard adults and children from abuse and were aware of the policies and procedures in relation to safeguarding and safety. Staff had received safeguarding training and understood how to spot the signs of abuse.

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.

Relatives told us their loved ones felt safe. Staff told us they were confident in raising concerns with the management team. Staff understood how to safeguard adults and children from abuse and were aware of the policies and procedures in relation to safeguarding and safety. Staff had received safeguarding training and understood how to spot the signs of abuse.

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.

Relatives told us they had been involved in the care planning of their loved one. Staff supported people to manage risks in a balanced way while keeping people safe. One relative told us, “[Registered Manager] spoke to [person], asked what help they needed and everything was tailored to their needs. They assessed everything, their likes, dislikes and going out.” Where ongoing health needs were identified, referrals made to the relevant agency. For example, specialist equipment or health professional. The provider ensured people’s cultural and religious dietary needs were met and staff understood the importance of this.

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.

Relatives told us they had been involved in the care planning of their loved one. Staff supported people to manage risks in a balanced way while keeping people safe. One relative told us, “[Registered Manager] spoke to [person], asked what help they needed and everything was tailored to their needs. They assessed everything, their likes, dislikes and going out.” Where ongoing health needs were identified, referrals made to the relevant agency. For example, specialist equipment or health professional. The provider ensured people’s cultural and religious dietary needs were met and staff understood the importance of this.

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.

Relatives told us they had been involved in the care planning of their loved one. Staff supported people to manage risks in a balanced way while keeping people safe. One relative told us, “[Registered Manager] spoke to [person], asked what help they needed and everything was tailored to their needs. They assessed everything, their likes, dislikes and going out.” Where ongoing health needs were identified, referrals made to the relevant agency. For example, specialist equipment or health professional. The provider ensured people’s cultural and religious dietary needs were met and staff understood the importance of this.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

The provider assessed people’s homes to ensure any potential risks or hazards were identified and managed. For example, they ensured the environment was safe with no trip hazards for people and staff. Risk assessments highlighted adequate lighting for when staff visited people at night.

Any equipment used by staff were checked to ensure it was operating correctly. Systems were in place to ensure staff knew how to report faults. This helped to ensure people received safe and effective 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.

The provider assessed people’s homes to ensure any potential risks or hazards were identified and managed. For example, they ensured the environment was safe with no trip hazards for people and staff. Risk assessments highlighted adequate lighting for when staff visited people at night.

Any equipment used by staff were checked to ensure it was operating correctly. Systems were in place to ensure staff knew how to report faults. This helped to ensure people received safe and effective 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.

The provider assessed people’s homes to ensure any potential risks or hazards were identified and managed. For example, they ensured the environment was safe with no trip hazards for people and staff. Risk assessments highlighted adequate lighting for when staff visited people at night.

Any equipment used by staff were checked to ensure it was operating correctly. Systems were in place to ensure staff knew how to report faults. This helped to ensure people received safe and effective care.

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.

Relatives told us there was continuity of support from staff who were familiar with people’s individual care needs. Staff rotas we reviewed demonstrated continuity was maintained wherever possible. One relative told us, “[Name] is happy with them. They always come on time.” Another relative said “They will inform me if they are going to be late, they will be there at the allocated time. [Name] has not raised any concerns regarding timing of the care”.

The provider used a call monitoring system to track whether all scheduled calls were taking place, records showed there had been no missed visits. This helped to ensure people received care on time, and it enabled office staff to notify people if staff were running late due to traffic delays.

We reviewed staff recruitment files; we found all required pre-employment checks had been completed. Files contained completed application forms, references, proof of identity and evidence of enhanced Disclosure and Barring Service (DBS) checks were conducted. DBS checks provide information about convictions and cautions held on the police national computer. The registered manager told us they ensured staff had the necessary skills, training and interests to meet individual needs before the care package started.

The provider had implemented a training programme to ensure staff received the necessary skills and knowledge to meet people’s individual needs effectively. Staff were required to complete mandatory training in key areas including moving and handling, safeguarding, infection prevention and control and food hygiene.

Systems were in place to ensure regular spot checks were conducted to ensure care was delivered in line with guidelines and procedures were followed.

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.

Relatives told us there was continuity of support from staff who were familiar with people’s individual care needs. Staff rotas we reviewed demonstrated continuity was maintained wherever possible. One relative told us, “[Name] is happy with them. They always come on time.” Another relative said “They will inform me if they are going to be late, they will be there at the allocated time. [Name] has not raised any concerns regarding timing of the care”.

The provider used a call monitoring system to track whether all scheduled calls were taking place, records showed there had been no missed visits. This helped to ensure people received care on time, and it enabled office staff to notify people if staff were running late due to traffic delays.

We reviewed staff recruitment files; we found all required pre-employment checks had been completed. Files contained completed application forms, references, proof of identity and evidence of enhanced Disclosure and Barring Service (DBS) checks were conducted. DBS checks provide information about convictions and cautions held on the police national computer. The registered manager told us they ensured staff had the necessary skills, training and interests to meet individual needs before the care package started.

The provider had implemented a training programme to ensure staff received the necessary skills and knowledge to meet people’s individual needs effectively. Staff were required to complete mandatory training in key areas including moving and handling, safeguarding, infection prevention and control and food hygiene.

Systems were in place to ensure regular spot checks were conducted to ensure care was delivered in line with guidelines and procedures were followed.

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.

Relatives told us there was continuity of support from staff who were familiar with people’s individual care needs. Staff rotas we reviewed demonstrated continuity was maintained wherever possible. One relative told us, “[Name] is happy with them. They always come on time.” Another relative said “They will inform me if they are going to be late, they will be there at the allocated time. [Name] has not raised any concerns regarding timing of the care”.

The provider used a call monitoring system to track whether all scheduled calls were taking place, records showed there had been no missed visits. This helped to ensure people received care on time, and it enabled office staff to notify people if staff were running late due to traffic delays.

We reviewed staff recruitment files; we found all required pre-employment checks had been completed. Files contained completed application forms, references, proof of identity and evidence of enhanced Disclosure and Barring Service (DBS) checks were conducted. DBS checks provide information about convictions and cautions held on the police national computer. The registered manager told us they ensured staff had the necessary skills, training and interests to meet individual needs before the care package started.

The provider had implemented a training programme to ensure staff received the necessary skills and knowledge to meet people’s individual needs effectively. Staff were required to complete mandatory training in key areas including moving and handling, safeguarding, infection prevention and control and food hygiene.

Systems were in place to ensure regular spot checks were conducted to ensure care was delivered in line with guidelines and procedures were followed.

The provider had an infection prevention policy in place which all staff had access to. Staff were trained in infection control. People and relatives told us the staff used Personal Protective Equipment (PPE) appropriately and maintained cleanliness in people’s homes. One relative told us, “The house is always kept clean.” Staff confirmed they had access to PPE.

The provider had an infection prevention policy in place which all staff had access to. Staff were trained in infection control. People and relatives told us the staff used Personal Protective Equipment (PPE) appropriately and maintained cleanliness in people’s homes. One relative told us, “The house is always kept clean.” Staff confirmed they had access to PPE.

The provider had an infection prevention policy in place which all staff had access to. Staff were trained in infection control. People and relatives told us the staff used Personal Protective Equipment (PPE) appropriately and maintained cleanliness in people’s homes. One relative told us, “The house is always kept clean.” Staff confirmed they had access to PPE.

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 and their relatives told us medicines were administered as prescribed. Records showed when medicines had been administered. Staff had received training on the safe administration of medicines, and their competency was checked through spot checks and refresher training. However we identified some staff’s competency assessment checks had lapsed, we gave feedback to the Registered Manager who took immediate action to address this.

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 and their relatives told us medicines were administered as prescribed. Records showed when medicines had been administered. Staff had received training on the safe administration of medicines, and their competency was checked through spot checks and refresher training. However we identified some staff’s competency assessment checks had lapsed, we gave feedback to the Registered Manager who took immediate action to address this.

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 and their relatives told us medicines were administered as prescribed. Records showed when medicines had been administered. Staff had received training on the safe administration of medicines, and their competency was checked through spot checks and refresher training. However we identified some staff’s competency assessment checks had lapsed, we gave feedback to the Registered Manager who took immediate action to address this.