Chenai Holistic Home Care Agency

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 inspection for 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 investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

There were procedures for investigating incidents, such as falls or injuries. Records showed the management team followed processes to report and investigate incidents. The management team adopted a reflective approach to learning from incidents. Staff recorded incidents and shared learning through team discussions.

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.

Information about people’s needs was collected before they started receiving support. Care was planned and coordinated in partnership with family members and healthcare professionals. For example, the provider worked closely with district nurses, general practitioners (GPs) and occupational therapists (OTs) to ensure people’s needs were met, including when they moved between different services.

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

Safeguarding systems and processes were in place. There had been no safeguarding concerns found in the service. However, staff demonstrated a clear understanding of their responsibilities and were trained in safeguarding as part of their mandatory training. The registered manager maintained oversight of safeguarding responsibilities and ensured staff understood how to escalate concerns. People and relatives told us they felt safe in the company of staff. A relative said, “My [family member] is absolutely safe, 100%. The carers are always so careful and perform their tasks safely. They also speak in a respectful tone and never get angry.”

The provider worked with people to understand and manage risks. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Risk was assessed and managed in a person-centred way. Care plans included clear information about people’s needs, including risks related to mobility, diabetes and personal care. For example, staff were aware of the risks associated with diabetes, such as high or low blood sugar levels. A staff member said, “I follow the guidance in the care plan and risk assessments to keep people safe. It is clear and has good information we can follow.” Risks were discussed openly with people and relatives, and care was tailored to reflect people’s wishes. Regular reviews ensured risk assessments remained up to date. Daily monitoring and communication with relatives supported ongoing risk management and ensured any concerns were addressed promptly.

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 received care in their own homes, where the provider ensured appropriate equipment and safety measures were in place. This included fire safety and environmental hazard checks. The registered manager liaised with healthcare professionals, such as occupational therapists, to obtain and review equipment to make sure they were safe to use. They also monitored the safety of care environments through regular spot checks and feedback from relatives and staff.

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 that met people’s individual needs.

A relative told us, “The carers seem to be very professional, skilled and qualified to do the work. I am very happy with them.” Staff were recruited safely. Recruitment processes included disclosure and barring service (DBS) checks, verification of references, and full employment history checks. The provider ensured only suitable staff were employed. Staff received appropriate training and support. This included a 5-day classroom programme covering safeguarding, medication, manual handling and other essential topics, followed by shadowing. Staff also completed the Care Certificate standards within the first 6 months and had opportunities for further development, such as National Vocational Qualifications (NVQs).

Staff told us they were well supported by the provider through supervisions that took place every 6 weeks, monthly team meetings and direct communication with the management team. Spot checks and performance monitoring ensured staff continued to deliver safe care. Records showed staff were performing well and maintained good relationships with people and their relatives.

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. Staff followed infection prevention and control (IPC) practices as outlined in care plans. They wore uniforms, identification and appropriate personal protective equipment (PPE) when delivering care. The provider ensured PPE was available and delivered directly to staff when needed. Hygiene practices were embedded in the service. Staff supported people with personal care, while maintaining the cleanliness of the environment, such as cleaning bathrooms and equipment after use. A staff member said, “We have a good supply of PPE, which we use at all times.” A relative confirmed this and said, "The carers are careful and make sure they wash their hands and wear their gloves and aprons.”

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. Medicines were managed in line with people’s individual arrangements as they or their relatives took responsibility for administering them. Staff understood their roles and there were clear records of people’s medicines in their care plan. Staff were aware of these and monitored medicines for any concerns, for example, changes to people’s health. Staff received training in how to administer and record medicines and their competency was assessed. They told us they could identify and respond to concerns. A staff member said, “We don’t administer medicines at the moment but we received good training. I know how to support people, for example if they needed help taking their medicines.” The provider worked collaboratively with healthcare professionals to ensure people’s medicines and health needs were reviewed and there was safe oversight of medicines.