Forward Care

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 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.

There was a learning culture. There were clear procedures for responding to accidents, incidents, complaints and things that went wrong. Staff knew how to report incidents. Managers investigated these and shared learning with staff. People were supported to reflect on incidents and be involved in changes. The provider apologised to people when things went wrong. They ensured people understood that managers had taken action to respond and make improvements to the service. The registered manager explained they empowered staff at all levels to be involved in learning and feel able to speak up. Comments from staff included, “Reflective practice is conducted following incidents” and “I understand I have a duty to report abuse, accidents and incidents.”

There were systems for safe transitions and pathways between services. Staff recorded people’s needs, including communication needs, on easy to access documents that could be shared with other services, such as health professionals. This helped make sure people received the right support from others.

There were appropriate systems for supporting people when they started to receive care. The registered manager explained transitions were developed around people’s needs and choices and could involve a series of visits to meet others living there. People told us they felt supported when they started using the service.

Comments from people included, “Before I moved [to this home] the manager came to talk with me then they helped me move” and “[Registered manager’s] support, guidance and assistance have made the transition much smoother and far less stressful.”

An external professional told us, “Forward Care responded promptly [to a new referral] and demonstrated a high level of professionalism throughout the transition process.” They also added, “Forward Care communicated effectively with the client’s family, providing clear explanations about the service, the support available, and what to expect.”

People were safe and protected from discrimination and abuse. Staff and leaders recognised and shared potential safeguarding risks. Staff undertook training and understood safeguarding policies and procedures. The provider worked closely with the safeguarding authority and others to investigate allegations of abuse and help prevent avoidable harm.

People using the service and their relatives told us they felt safe. They understood how to speak up if they were concerned about abuse.

There were systems to help ensure people were supported to manage their money when needed. Staff, the provider and people’s representatives undertook regular checks to ensure people were not being financially abused.

The provider assessed potential restrictive practices and discussed these with people and their representatives. People’s care and support was not subject to any formal legal restrictions. Some people made informal agreements with staff when their safety or mental health was at risk. These included managing addictions and monitoring declines in their mental health.

Staff assessed, monitored and managed risks to people to deliver safe and supportive care and treatment. People were supported to understand about positive risk taking. Staff discussed risks with them and helped plan for these. Risk assessments and management plans were clear, person-centred and regularly reviewed.

Some people expressed their anxiety and distress in ways which affected their safety. Staff worked with external professionals to ensure they understood best practice for managing these risks. They empowered people to reflect on their own wellbeing and to find ways to manage emotional distress.

Risk assessments included proactive strategies for avoiding situations which were known to trigger people’s anxiety. A professional told us, “Staff get to know people quickly and can de-escalate situations with a person-centred approach.”

Staff assessed risks within people’s home environments. They worked with landlords and other professionals to ensure these risks were mitigated. For example, they had recently made a referral to an occupational therapist to help ensure a person had the equipment and facilities they needed to access their home safely.

Staff undertook regular checks on fire safety and health and safety.

There were enough staff to care for people and keep them safe. The provider arranged staffing based on people’s assessed needs. People told us they had the right support when needed. Staffing was consistent. This meant people were cared for by staff who they knew well.

Comments from people included, “Staff are brilliant” and “The staff here are excellent and look after me so well.”

There were systems to check staff suitability during recruitment. The provider regularly assessed staff knowledge and competencies. Staff completed a wide range of training during their inductions and after this. Staff took part in regular supervisions and appraisals. This helped make sure they understood their roles and responsibilities.

There were systems to help prevent and control infection. Staff undertook training to understand about good infection prevention and control. Staff had access to personal protective equipment when needed. Staff supported people to maintain clean home environments and to understand about the risks of poor infection management. A person told us, “The house is clean and tidy. The carers do this, but I sometimes help. Staff help me to keep my bedroom clean.” Staff supported people to manage their laundry. The provider carried out audits to ensure procedures were followed.

People received their medicines safely and as prescribed. There were procedures for safe management of medicines. Staff supporting others undertook relevant training. Managers regularly assessed staff competencies and knowledge.

Staff worked with external professionals to ensure people’s medicines were reviewed and that these were right for them. They also helped ensure people were supported through changes and reduction of medicines.

People were supported to manage their medicines independently when they wanted this and it was assessed as safe to do so.

Medicines were stored safely. Staff kept accurate and up to date records relating to medicines.

Managers carried out audits of medicines management. There were systems to learn from medicines errors and when things went wrong.