Expert Care Solutions Ltd Fleet

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 as requires improvement. The provider was previously in breach of the legal regulations in relation to fit and proper people employed, safeguarding and safe care and treatment. Improvements were found at this assessment and the provider was no longer in breach of these regulations.

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 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.

There was a system in place for recording accidents, incidents and any issues or concerns and resulting actions taken were recorded. Incident and action logs were reviewed by the registered manager and quality and compliance manager to ensure appropriate actions were taken and themes and trends were monitored. Partners and relatives were informed of safety events when necessary. People and relatives knew who to contact if they had any issues or did not feel safe, they said they would contact the manager for support. Staff were clear how to report safety issues. Information and updates were shared promptly with staff in regular staff meetings, via messaging, emails and via one-to-one supervision meetings. Staff had access to all the company policies online and were informed of any updates. There was a system in place for regular spot checks of care calls to monitor care quality.

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.

People’s records of care were stored electronically which enabled the service to provide up to date information to healthcare partners when required. Staff stated that people’s needs were effectively communicated with them when they and that they have enough information to provide safe care. Other professionals including community nurses and GP were contacted in a timely manner to support continuity of care. A relative said, “The carers are very aware of any changes and if [person] is not feeling well, they call the GP.”

The registered manager stated that they were not normally informed if people were moving into another service such as residential care before it happened, so were therefore not able to arrange a handover but would do so if requested. They said that if someone is admitted to hospital, they could provide information to assist the paramedics, such as the person’s current prescription or medical condition as recorded on their care plan.

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 received training in safeguarding and demonstrated an awareness and understanding of the types of abuse people may experience. Staff told us they would report any concerns to the registered manager. The registered manager understood their responsibilities in investigating and reporting safeguarding concerns to the relevant agencies, including the local authority. People said that they knew who to contact if they had any concerns.

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.

The service provided care to meet people’s needs that was safe, supportive, and enabled people to do the things that mattered to them. People and their relatives told us they were supported to stay safe in their own homes. One person said “I feel safe when they help me. They know how to use the hoist.” Another person said “The girls visit 4 times a day, to change my pad and wash and cream me; there is lots of laughter. The District Nurse visits weekly to check my skin and always says how well the carers look after me.”

The service assessed and managed potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

Environmental risk assessments were carried out by the provider to ensure any risks to people and staff were identified and mitigated. Referrals for new or replacement equipment were identified and made promptly, for example to Occupational Therapists for walking aids. A staff member said, “We do a check of the person’s environment to make sure it is all safe.”

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. Staff told us they received training and ongoing support from the service to carry out their roles safely.

People told us that previously there had been a lot of staff changes, and they did not always have a regular carer, but this had improved in the last few months, and they were receiving more regular staff. People told us that they would like a copy of the rota so they knew which carers would be coming, the registered manager stated that this information was available via an app which not everyone had access to. When inspectors raised this with the registered manager, they confirmed that everyone would be provided with a printed weekly rota so that they knew which carers would be attending.

The provider assessed and managed the risk of infection. People were supported by staff who had received training in infection prevention and control and knew how best to support them in a safe way. People said that staff always wore gloves and aprons whilst providing care and tidied up before leaving. Staff confirmed that they always had enough (PPE) available to them. We saw that the provider's infection prevention and control policy was up to date.

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. Not everyone needed support with their medicines. When they did this was given as prescribed by staff who were trained in safe administration of medicines and were assessed as competent before supporting people. One person said, “The staff administer [person’s] medicine, offering her a drink and making sure she swallows them, when she is running short, they let me know. The staff sign and date when they have given them.” The registered manager completed regular audits to ensure people received their medicines on time and in a safe way. The provider also ordered and collected medication for some people.