House of Caring Ltd

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 of 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 reported safety events when necessary.

Any accidents or incidents were recorded and reviewed to identify any actions that could be taken to prevent a recurrence. The provider shared information with other relevant professionals if safety events occurred. Lessons were learned to identify and instil good practice. Learning from incidents was shared with staff at team meetings.

Lessons were learned from safety incidents, resulting in changes that improved people’s care and support. For example, on one occasion a member of staff reported a significant change in a person’s behaviour during episodes of distress. The provider identified that this increased the potential level of risk during emotionally dysregulated episodes and reviewed the person’s risk assessments and Positive Behaviour Support (PBS) plan. The provider also raised their concerns and engaged in discussions with the local authority PBS team.

The provider worked with people and healthcare partners to maintain safe systems of care, in which safety was managed well. They made sure there was continuity of care, including when people moved between different services.

The provider communicated effectively with other professionals to ensure people’s care was effectively planned and delivered. People were involved in planning their care, and their views were listened to and taken into account by managers and staff.

Professionals told us the provider worked effectively with them to plan people’s care and said staff followed any guidance professionals put in place. One professional told us, “I have found the team to be collaborative, respectful, and responsive when working with external professionals. They follow multidisciplinary recommendations effectively and maintain open channels of communication.”

The provider worked with people to understand what being safe meant to them and the best way to achieve that. Staff focused on improving people’s lives while protecting their right to live in safety, free from abuse and avoidable harm. The provider shared concerns quickly and appropriately.

Professionals told us the provider ensured people’s care was well-planned and provided in a safe way. One professional said, “In my experience, people consistently receive safe and well-coordinated care. The service demonstrates commitment to safeguarding and risk management, ensuring a secure environment for those they support.”

Staff attended safeguarding training in their induction and had access to regular refresher training. Staff understood their responsibilities to protect people from potential harm or abuse and knew how to report any concerns they had. One member of staff said, “We have had [safeguarding] training, and it was covered during induction. I have never had to report anything serious, but I know the steps.” Another member of staff told us, “I am trained to report concerns about safeguarding or abuse. I have reported concerns in the past, which were investigated, and necessary actions were taken.”

The provider worked with the local authority and other agencies to investigate when safeguarding concerns were raised. This included contributing to safeguarding enquiries and providing information when requested.

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. Risks involved in people’s care had been assessed and guidance put in place for staff about how to mitigate these.

People received a safe and reliable service. Relatives told us staff almost always arrived on time, which was important to their family members. One relative said, “The carers are punctual and reliable. They adhere to the scheduled timings, ensuring consistency for [family member], which is crucial for her routine and sense of security.”

Staff told us they had enough time at each call to provide the care people needed. One member of staff said, “I have enough time during each call to carry out all the tasks outlined in people’s care plans. I stay organised and focused to ensure everything is completed properly, while still allowing time to engage with the individual and provide quality care.”

Safe environments Score: 3

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

Staff carried out checks on any equipment used in the delivery of people’s care to ensure servicing and maintenance was up to date. Staff made referrals to the occupational therapy team if people’s needs changed and the equipment they had was no longer suitable.

Relatives told us staff had the skills they needed to support their family members safely, including in the use of any equipment involved in their family members’ care. One relative said, “Staff all appear well trained in moving [family member], using the hoist and manoeuvring her onto the bed.”

The provider made sure there were enough qualified, skilled and experienced staff, who received effective induction, training and development. They worked together well to provide safe care that met people’s needs.

Staff were recruited safely. The provider carried out pre-employment checks including obtaining a Disclosure and Barring Service certificate. Disclosure and Barring Service checks provide information including details about convictions and cautions held on the Police National Computer. The information helps employers make safer recruitment decisions.

Staff told us the induction they received when they started work had equipped them well for their roles. One member of staff said, “I had an induction when I started work. It covered important areas like company policies, health and safety, safeguarding, and how to deliver care in line with individual care plans. It gave me a solid foundation and helped me feel prepared and confident in my role.”

Staff said they had received all the training they needed to provide care safely and effectively. One member of staff told us, “I’ve had all the necessary training. We do face-to-face [training], e-learning, and refreshers. I feel confident and supported. I recently attended face-to-face training for autism and learning disability.”

All staff were expected to complete the Care Certificate, a framework of agreed standards for health and social care workers in England, designed to ensure they have the essential skills, knowledge, and behaviours to provide safe, compassionate, and high-quality care.

Professionals told us staff were competent and confident in providing people’s care. One professional said, “The staff appear well-trained and confident in delivering care across a wide range of needs. There is evidence of ongoing professional development, and staff demonstrate competence in their roles.”

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and understood the need to share any concerns with appropriate agencies promptly.

Staff had training in infection prevention and control (IPC) in their induction and access to refresher training thereafter. The PIR stated, ‘All staff undergo mandatory IPC training, covering hand hygiene, personal protective equipment (PPE) usage, and cleaning protocols. This training ensures that everyone understands their roles in maintaining a hygienic environment.’

Relatives confirmed that staff wore appropriate PPE when providing their family members’ care and helped their family members maintain the cleanliness of their homes. One relative told us, “They use full PPE when needed.” Another relative said, “They leave the place clean, and they also empty the bins for [family member].”

People were involved in decisions about the level of support they needed to take their medicines. Care plans detailed the support people needed to manage their medicines safely.

Relatives told us staff administered and recorded their family members’ medicines safely and accurately. One relative said, “They always give it on time, and they write it up on a chart.”

Staff received training and their competency was assessed before they were authorised to administer medicines. Staff told us the training they had received helped them administer medicines safely. One member of staff said, “I have completed the proper training to ensure that I understand the process and can follow safety protocols. I am familiar with MAR [medicines administration record] charts and always double-check to ensure everything is done correctly.” Another member of staff told us, “I have had full medication training and a competency assessment before doing it on my own. I always check the MAR chart carefully and report anything unusual.”

The provider had a policy which provided a framework for the safe management of medicines and helped to minimise risks and prevent errors. The management team carried out regular medicines audits.