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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. At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Staff consistently described managers as approachable, kind and responsive. They said leaders listened to work-related and personal concerns, acted without blame and provided guidance whenever needed. Incidents and accidents were analysed thoroughly and any learning was implemented across the organisation.
 

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.
Care records demonstrated that information was shared appropriately when people's needs changed and staff sought advice from external professionals when required. Stakeholders consistently described management as responsive and proactive in communicating concerns and coordinating support. One professional stated, "I have in depth conversations about our clients and what would work well for them, [they] then makes it happen."
 

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.
Staff consistently described safeguarding as protecting people's rights, wellbeing and safety. Examples provided by staff included reporting risks associated with self-neglect, potential fire hazards, financial abuse concerns and environmental risks. Incident records demonstrated the provider responded appropriately to safeguarding concerns, including financial scams, self-neglect and welfare concerns. Staff completed safeguarding training as part of induction and ongoing learning. People and relatives told us they felt safe using the service and were confident concerns would be acted upon. One relative told us, "I feel confident that my [family member] is safe."
 

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.
People said, and records showed, staff supported them to make day-to-day choices about their care and encouraged them to remain involved in activities and routines important to them. Reviews demonstrated that people and relatives were involved in discussions about care and risks. Where risks changed, assessments and support arrangements were reviewed. This helped people remain as independent as possible while reducing the likelihood of avoidable harm.
 

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.
Home environment checks considered issues such as access routes, flooring, smoke detection, medication storage and fire risks. Staff identified and responded to environmental concerns, including falls hazards, clutter, self-neglect and equipment needs. People remained responsible for these however staff did support and sign post people to the correct places, one staff member described supporting a person to reduce significant hoarding risks, which improved safety and wellbeing within the home. Risk assessments were reviewed as people's circumstances changed, helping to ensure people's homes remained safe places to receive care.
 

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.
Recruitment records demonstrated pre-employment checks had been completed, including identity verification, references, right to work checks and Disclosure and Barring Service checks. Staff spoke positively about the training, supervision and support they received and told us they felt skilled and confident in their roles. The provider maintained mandatory training and competency systems and monitored compliance through regular oversight processes. Relatives consistently spoke positively about staff knowledge, reliability and consistency. Staff deployment arrangements supported continuity of care and people often received support from familiar care 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 records and training materials demonstrated staff received guidance about hygiene, use of personal protective equipment and safe care practices within people's homes. Staff described following safe working practices during personal care and supporting people to maintain their health and wellbeing. Relatives and people consistently described care staff as professional and competent.
 

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 records demonstrated staff consistently recorded administration of medicines and topical creams using electronic systems. Where medicines were declined, not required or administered by healthcare professionals, staff documented the reasons and escalated concerns appropriately. Management oversight ensured medication exceptions were reviewed and followed up. Staff received medicines training and competency assessments before supporting people with medicines. Audits identified some documentation discrepancies, and the provider had taken action to improve consistency across care records and medication systems.