Santhem 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 promoted a proactive and positive culture of safety, based on openness and honesty. There was evidence of an open and supportive culture where staff were encouraged to raise concerns and share feedback through supervisions, team meetings and an open‑door approach from leaders. Although there had been no recent accidents or incidents, systems were in place to review these, alongside audits and feedback, with learning shared across the team.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, ensuring safety was monitored and continuity was maintained, including during transitions between services. Systems such as initial assessments, regular reviews and liaison with external professionals supported safe transitions, and staff demonstrated an understanding of how to respond to changes in people’s needs.

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.

There was a positive approach to safeguarding, with staff demonstrating a good understanding of how to recognise and report concerns. Staff described clear reporting processes, with one stating, “I would report incidents or concerns to my line manager,” and another confirmed they would “report to the manager… and complete an incident or accident form,” showing awareness of escalation pathways.

Staff said they felt confident to raise concerns and understood the signs of potential abuse, including changes in behaviour and unexplained injuries. The person using the service reported they felt safe and well cared for,” indicating safeguarding practices were effective in supporting their safety.

The provider worked with the person to understand and manage risks by thinking holistically. Staff provided care that was safe, supportive and enabled the person to do the things that mattered to them.

The person was involved in identifying and managing risks, with support tailored to their individual needs and preferences. Staff described using care plans and risk assessments to guide safe care, explaining these “identify hazards and put measures in place to prevent accidents,” and working closely with the person to monitor changes and adapt support where required.

The person using the service told us they felt safe and well supported, and that staff would assist when needed, particularly during periods of ill health, which indicated risks were managed in a way that promoted both safety and independence.

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

Care plans included additional assessments relating to environmental and fire safety, supporting the identification and management of risks within people’s homes. These covered key areas such as the location of shut-off points for utilities, potential fire risks, and clear guidance on evacuation and escape plans.

This helped to ensure staff were aware of how to respond in an emergency and supported the delivery of safe care in line with individual needs.

The provider ensured there were enough qualified, skilled and experienced staff who worked together to deliver safe care that met people’s individual needs.

Safe recruitment processes were in place, including checks of employment history, references and DBS verification. Staff were supported through regular supervision, training and competency checks, and described clear processes for working safely, with one stating, “I feel confident to raise safety issues” and another confirming they would report concerns promptly to the manager.

The person using the service spoke positively about staffing, reporting that staff had “never missed a visit” and that they felt well supported by consistent staff.

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.

There were systems in place to manage infection prevention and control, including regular IPC audits and the presence of an IPC champion to support best practice and ongoing oversight. Staff demonstrated an understanding of safe practices, with one explaining PPE was used “for every personal care task” and changed after each use to reduce the risk of infection.

The person using the service confirmed staff followed appropriate precautions, such as wearing PPE during care, indicating IPC measures were effective.

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.

There were systems in place to support the safe management of medicines, with clear processes for storage, administration and recording. Staff demonstrated a good understanding of their responsibilities, with one explaining medicines were “recorded on a MAR sheet” and stored securely, and others describing prompt reporting of any issues to management. Staff received training and competency checks to ensure they could administer medicines safely, supported by regular audits and oversight systems.

The person using the service confirmed they received their medicines as required, stating “staff give me my morning medicines,” indicating effective practices.