Procare Team 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 for this service which was registered on 30 January 2023. 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 a process for the reporting, investigation and review of incidents, accidents and complaints. The registered manager explained that when they receive information about an issue, they would undertake an investigation. Once the investigation was completed the registered manager told us they discussed the issues, and any lessons learned with care workers through an electronic messaging system and at team meetings. Care workers confirmed that lessons learned were shared with them following an issue. Their comments included, “When issues arise, they are addressed through open communications and lessons are shared in team meetings”, and “Incidents are logged and reviewed, and feedback is shared with the team to help us learn and improve practice.”

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 registered manager told us when they carried out the initial assessment of a person’s care needs, they identified the other organisations involved in the person’s care. These included the GP, district nurses, social workers and any specialist healthcare teams who were providing support. The registered manager said they and their care workers worked closely with these organisations to ensure the person’s needs were monitored and supported. If any issues were identified as part of the needs assessment, referrals were made to the relevant healthcare professional.

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. People told us they felt safe when they received support with a person commenting, “I am safe with them, they are good to me.” Relatives also confirmed they felt their family member was safe with 1 relative commenting, “I am absolutely sure [my family member] is safe with care worker, they know what to do.”

Care workers confirmed they had completed training on safeguarding adults. They were able to demonstrate their understanding of the importance of protecting people from the risk of abuse when providing care.

The registered manager explained there had been no safeguarding concerns raise since the service was registered. The provider had a safeguarding adults policy, a process to review any concerns raised and identify actions to resolve any issues.

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. People and relatives told us they felt care workers provided care in a safe and appropriate manner. The registered manager had identified possible risks during the initial needs assessment and from information provided by the funders of the care package. People’s care plans provided information on medical conditions the person was living with, possible risks related to their care and how care workers could provide support to reduce these risks. Additional risk assessments were also in place including skin integrity and falls.

A relative explained their family member had been identified as being at a high risk in relation to their mobility. The provider had tried a range of methods and equipment types to reduce the risks which had not been effective. The provider had worked with the relatives to identify the appropriate care package to provide support and reduce the risks. The relative told us, “It’s much better now, it's a regular team, which is so good because that reduces [our family member’s] anxiety and makes their care easier.”

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 undertook risk assessments around the person’s home environment. An environment risk assessment was completed reviewing care workers access to the person’s home and any hazards around the home. A fire action plan had been completed which included information on how to evacuate from the home in case of an emergency. A falls risk assessment identified any issues in relation to flooring and an assessment was completed for any mobility equipment used.

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. People and relatives confirmed regular care workers provided the support, and they understood the person’s care needs. If the care worker was going to be late, they were informed by the registered manager. A relative commented, “If there are any changes or if the main carer is off [the registered manager] rings me or one of us and we tell [our family member] that someone else is coming, which is good.”

The provider had a recruitment procedure which enabled them to identify new care workers with the appropriate knowledge for the role. The recruitment process included checking the applicant’s right to work in the United Kingdom, criminal record check and employment history. The registered manager confirmed new care workers completed an induction, the care certificate and training identified as mandatory by the provider. The care certificate is a nationally recognised set of standards that gives new care workers to care an introduction to their roles and responsibilities. Care workers confirmed this and they had regular supervision meetings, communication with the registered manager and team meetings. Relatives told us they felt care workers were very well trained.

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. People and relatives confirmed care workers used personal protective equipment (PPE) when providing care with a person explaining, “They wear all their PPE, overshoes, gloves, aprons and masks when they work, they are very careful.” Care workers told us they completed training on infection prevention and control, and they were provided with enough PPE. The registered manager said they monitored care workers compliance with infection prevention and control best practice through the regular spot checks.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Care workers involved people in planning, including when changes happened. People and relatives confirmed, if required, care workers supported with the administration of medicines with a person telling us, “They help me with my medicines, so kind.”

Care workers completed a medicines administration record (MAR) which identified each of the person’s prescribed medicines with the dosages and how it should be administered. People’s care plans identified if they managed their own medicines, received support from a family member or if a care worker was needed to administer their medicines.

The registered manager explained care workers completed medicines training as part of their induction and had regular refresher courses. They completed a medicine competency assessment during induction and after refresher training. Care workers confirmed they had completed training and felt confident administering medicines. Their comments included, “Yes I have received an up-to-date medication training and feel confident administering and supporting medication safely”, and “Yes. I am trained and confident in safe medication handling, supported by clear protocols and ongoing updates.”