Trusted Homecare (NW) Limited

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. Care workers listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

The provider had thorough, up to date processes that enabled learning from incidents where people may have been put at risk. This promoted people’s safety as a priority whilst not limiting their choices and empowered them to take acceptable risks. Care workers told us that they regularly met with the registered manager to discuss issues in relation to the care they provided to people to ensure continuous improvement. A care worker said, “We meet once a month to discuss the people we support and share experiences and learn from each other.”

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 up to date processes, and systems that were followed, enabling continuity of safe care, and joined up working. Relationships with healthcare professionals were established to promote and maintain people’s safety. The provider's policies, procedures, and processes were in line with current, relevant legislation. A care worker said, “I follow the diabetes instructions in [Name] care plan, which were provided by the GP.”

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Care workers 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.

The provider had safeguarding policies, procedures, and processes that followed current, relevant legislation. The systems demonstrated safety concerns were reported to the registered manager, recorded, monitored frequently, and raised with appropriate bodies in a timely way. As appropriate, people and those important to them were involved in this process and informed about what action would be taken to keep people safe. A relative said, “My relative is in safe hands with [Care worker], we have no concerns.” A care worker told us, “I had safeguarding training and would raise any issues swiftly with the manager.”

The provider worked with people to understand and manage risks by thinking holistically. Care workers provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

Risks to people were assessed, and up to date care plans were in place to help care workers prevent or minimise the identified risks, where possible. Risk assessments included activities such as supporting people with their personal care, and mobility. This meant care workers had up to date information about the action they should take to manage these risks and keep people safe. The systems also enabled, and supported care workers to report concerns, incidents, and accidents in a timely way, minimise risks, and avoid them being repeated. This enabled the provider to have oversight of and be able to manage risks. The management team completed regular audits and care plans were updated if new risks were identified. We viewed a wide range of detailed and personalised risk assessments, which were developed with people or their relatives and provided clear guidance for care workers. The registered manager said, “We visit people every three months and review their care plan and risk assessments to ensure they are up to date and relevant to their needs.”

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 ensured that peoples home environment remained safe for them and care staff. As part of the initial assessment of care the provider carried out an environmental assessment of a person’s home to ensure it was safe.

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

We looked at a sample of staff rotas and found there were enough care workers to cover care calls and meet people’s needs.

Policies and procedures were in place to help recruit staff safely. Checks on the suitability of potential staff were completed. This included obtaining references and checks with the Disclosure and Barring Service (DBS). The DBS helps employers make safer recruitment decisions and help prevent unsuitable people from working in care services. A care worker said, “I had an interview when I started and had to show them my documents, I also recently had a supervision.”

Records showed that staff had received training in areas relevant to their roles. Care workers were given opportunities to discuss their performance and professional development with senior 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.

Care workers followed infection control processes, including washing their hands, keeping people’s home’s clean and wearing personal protective equipment (PPE). A relative said, “The carers have enough gloves, and I see they always wash their hands.”

Care workers had completed training about infection prevention and control. Care workers said they had enough PPE.

Infection prevention and control policies were in place. Care workers were given the information and guidance they needed.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Care worker involved people in planning, including when changes happened.

Currently none of the people received support with taking their medicines as this was all done by family members. However, training records and care workers confirmed that they had received training in the management and administering of medicines.

The registered manager said that they would assess the competency of care workers once they received a care package which would require medicines support.