City Care Providers 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 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. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The provider had a learning culture supported by systems and processes to review, monitor and analyse accidents and incidents. Lessons learned were shared with members of staff in team meetings and supervision sessions.

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. Pre-assessment information was used to developed more detailed care plans following conversations with people. Referrals were made to local health and care services to ensure continuity of care and support and where the advice of healthcare professionals was sought, it was followed.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way for this to be achieved. 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. People who received care and support felt safe. One person told us "I feel safe with the carers, they are very reassuring and capable. I feel safe in my home." The provider had a safeguarding policy in place and staff knew how to report any concerns about safety or suspected abuse. A member of staff said, "Yes, we all have access to safeguarding policies. Regular training ensures we stay informed. If I suspected abuse, I would report it immediately in line with company procedure. This includes documenting the concern, informing my care service manager and ensuring the person is safe from further harm."

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs which was safe, supportive and enabled people to do the things which mattered to them. Care plans were person centred and provided clear information about people’s needs and the risks associated with their care and support. People were involved in conversations about their care needs and they had access to their care plans. A family member told us, “We were both involved with the care plan and we have a copy of it.” Another person said, “I can access [my care plan] on [electronic care planning system] and it is on there.”

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 checked equipment in people's homes, supplied by the community equipment service, was safe and had been tested in line with national guidance and regulations. Members of staff were trained to use equipment safely.

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 which met people’s individual needs. Staff were recruited safely and the provider completed pre-employment checks such as references and Disclosure and Barring Service (DBS) checks. DBS checks provide information including details about convictions and cautions held on the Police National Computer. This information helps employers make safer recruitment decisions. Members of staff accessed appropriate training courses which enabled them to deliver care and support safely. People were happy with the members of staff who provided their care. One person told us, "I am safe with the carers who are kind, gentle and treat me with respect. The quality is definitely good because they are caring people. I would recommend them because the go above and beyond.”

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. The provider viewed infection control training and supervision as a vital part of its infection control procedures. Members of staff attended basic infection control awareness training and had access to policies on infection prevention and control, and food preparation and handling. A member of staff told us, “We receive personal protective equipment (PPE) from the office regularly.”

The provider made sure medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. Medications were administered safely. Members of staff accessed appropriate training courses on medicines management and the registered manager reviewed their competencies through spot checks and appraisals. Feedback from a family member confirmed medicines were managed safely, "The [provider] have been amazing with [relative]. From the moment they started the quality of their life has improved drastically. [Member of staff] helped [relative] maintain a better lifestyle by helping them get ready for the day including taking medication on time which improved their health. I am very grateful they will continue to be in safe hands."