Komplex Community 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 was the first assessment of the service, and we rated this key question 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.

People and relatives felt safe and well supported. People’s feedback did not highlight any concerns about the registered manager listening, learning and acting on safety events. They appreciated receiving care from a consistent team of staff they knew well. A relative told us, “I am informed by telephone if it’s a serious incident or I have access to their care notes system.” A member of staff told us, “Learning from incidents is shared during team meetings, debriefs, one to one, handovers, and through supervision sessions. We also have regular updates via internal meetings, risk assessments or emails to highlight common risks and how to prevent similar incidents in the future."

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 had their needs assessed before a package of care was agreed to ensure their needs and aspirations could be met. Each person had a personalised plan to ensure their transition into the service and their new home was as seamless and stress free as possible. Staff from the service worked alongside existing staff to get to know people and to enable people to get to know and trust them. A member of staff told us, “We are also made aware of people’s health and care needs, wants, and wishes through a combination of care plans, support plans, and risk assessments, which are developed with the individual and regularly reviewed. Additional information is gathered through initial assessments, referrals, keywork sessions, and one-to-one conversations, as well as input from families. Regular team meetings, handovers, and daily observations also help identify any changes, ensuring that support remains person-centred and responsive to individual’s preferences and needs.” Relatives told us they were involved and informed about the care their relative received. One relative said, “I have access to the care plan, and I was fully involved. They know [name of person’s] likes and dislikes and needs and the care plan reflects [name of person’s] and our wishes.” Up to date information about people was available to take with them if they moved or were admitted to hospital.

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.

Relatives told us they felt their loved one was safe and well cared for. One relative said, “[Name of person] is non-verbal and unable to express themselves easily, but they are the most settled they have been for about 6 years. Behaviours and general well-being has improved and when we visit their mood is very accommodating.” Another relative told us, “We are now comfortable enough to take holidays abroad as [name of person] is so well cared for.”

Staff told us they had received training about how to recognise and report abuse. They knew how and when to report concerns both internally and to other organisations such as the local authority, CQC and the police. A member of staff told us, “I feel very confident and supported when raising safeguarding concerns, as I know it’s my duty to protect the clients in our care. When I raised a concern in the past, it was taken seriously. An investigation was carried out, the individual was safeguarded, and steps were put in place to prevent further risk. I was also kept informed of the outcome where appropriate.”

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 to people were assessed and a plan of care was in place to guide staff how to support people in a safe way. People were supported by staff who knew the individual risks and assisted them in the least restrictive way possible whilst minimising the potential for harm. There was a clear commitment to minimising the use of restrictive interventions and these were only used as a last resort in accordance with the person’s plan of care and carried out by staff who had been appropriately trained.

Relatives told us staff were aware of people’s risks, and these were managed in accordance with people’s plan of care. A relative told us, “Risks relating to eating and weight gain is reflected in the care plan and is monitored. [Name of person] is offered choices and staff have helped to strike a happy balance.” Another relative said, “Staff watch [name of person] like a hawk because of their severe [health condition]. They focus on [name of person’s] strengths and boost their self-esteem. The core team are fantastic and remarkable.”

A member of staff said, “Care plans and risk assessments provide detailed information about each client’s specific risks such as falls, choking, medication issues, or behaviours that challenge. They outline what triggers to look for, how to reduce risk, and what steps to take if a risk presents. I find the information to be detailed and helpful, though it's important that care plans are regularly updated to reflect any changes. If something isn’t clear, I know I can speak to my manager for clarification.”

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

People were supported to live in their own homes. Where required, the provider ensured the environment was suitably adapted to meet people’s needs before they moved in. Environmental risk assessments were in place and staff monitored and reported any concerns. One of the provider’s operations managers visited people in their homes each week to ensure the environment remained safe, well maintained and continued to meet people’s needs. A relative told us, “We haven’t seen [name of person’s] house, but we have been sent lots of pictures. The house is a robust house to meets [person’s] needs.”

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.

People and relatives felt safe and well supported. People’s feedback did not highlight any concerns about the registered manager listening, learning and acting on safety events. They appreciated receiving care from a consistent team of staff they knew well. A relative told us, “I am informed by telephone if it’s a serious incident or I have access to their care notes system.” A member of staff told us, “Learning from incidents is shared during team meetings, debriefs, one to one, handovers, and through supervision sessions. We also have regular updates via internal meetings, risk assessments or emails to highlight common risks and how to prevent similar incidents in the future."

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.

Appropriate steps had been taken to minimise the risks of the spread of infection. Staff had received training in infection prevention and control, and they had access to personal protective equipment (PPE). Relatives told us staff wore aprons and gloves when assisting people with personal care. There were audits and checks in place to ensure staff followed correct procedures.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.

Relatives told us staff ensured their relative received their medicines when they needed them. There were policies and procedures in place for the safe management and administration of people’s medicines and these were understood and followed by staff. There were protocols in place for medicines prescribed on an ‘as required’ basis which helped to ensure staff followed a consistent approach and people received their medicines when needed.

Staff told us they had received training in the safe management and administration of medicines and had regular checks on their competency. A member of staff told us, “I have received medication administration training which included safe handling, storage, recording, and administering of medicines. I was not allowed to administer medication independently until I had completed this training and passed a competency assessment. My competency is also reviewed regularly through observations and spot checks to ensure I continue to follow correct procedures.”