Eden Support 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 provider that relates to the provision of supported living. 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.

The provider’s systems for reviewing accidents and incidents were effective. Accidents and incidents were recorded, investigated and analysed, and lessons learned were used to drive improvement. The registered manager told us when an accident occurs staff will seek medical assistance but also complete an accident form, and then the registered manager decides if anything further is required. Any actions are then monitored to ensure improvements are made. Learning was shared with staff and used to update care plans and behaviour support strategies to improve future 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 provider had effective systems in place to assess people’s needs and ensure they received safe, consistent care. Before care commenced, staff were provided with information about people’s needs and preferences. New care packages were initially supported by 2 staff members to enable them to become familiar with people’s routines and support requirements. The registered manager also visited people to ensure they were comfortable with staff and that appropriate support arrangements were in place.

Systems were in place to monitor and respond to changes in people’s health needs, with concerns escalated promptly to relevant healthcare professionals when required. Communication passports contained key information about people’s needs, preferences and routines, supporting continuity and consistency of care. Staff supported people to attend healthcare appointments and hospital admissions when needed, helping to promote safety and wellbeing. Staff demonstrated a good understanding of people’s needs and told us they regularly read and referred to care plans to ensure they provided appropriate support.

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

There were systems in place to ensure safeguarding concerns were identified, reviewed and investigated when needed. Staff told us they had received training in this area and records we viewed confirmed this. Staff were aware of what action they should take if there were concerns. A safeguarding matrix was in place that showed safeguarding incidents were logged accurately and incorporated into monthly analysis to support learning and improvement.

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.

The provider had systems in place to identify, assess and manage risks to people’s health, safety and wellbeing. Risk assessments were detailed, regularly reviewed and embedded within people’s care plans. These included areas such as nutrition, hydration and Personal Emergency Evacuation Plans (PEEPs). Where risks had been identified, clear management plans outlined the actions required to reduce risks while supporting people to maintain their independence and achieve positive outcomes.

People were involved in reviewing risks and support plans, which were updated to reflect changes in their needs and circumstances. Staff demonstrated a good understanding of the risks associated with the people they supported and were able to explain the measures in place to keep people safe. Staff told us risk information was clear, accessible and provided sufficient guidance to support people safely. For example, staff understood how to support people with limited mobility in a way that promoted both safety and independence. Regular reviews of risk assessments and management plans helped ensure support remained responsive to people’s changing needs.

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 maintained a safe environment for people receiving care. Regular environmental and health and safety checks were carried out, and any identified issues were addressed promptly. Staff demonstrated an awareness of potential environmental risks and described the actions they took to reduce these, such as ensuring floors were dry to prevent slips and trips and checking that care call systems were functioning correctly. Records confirmed these checks were completed consistently.

Environmental risk assessments were in place and reviewed as required. The provider worked collaboratively with housing providers to ensure people’s living environments remained safe and suitable. Where environmental concerns or maintenance issues were identified, these were raised promptly and followed up to ensure any necessary remedial action was completed.

Fire safety arrangements were effective, with fire risk assessments completed and regular fire drills undertaken to help ensure staff were prepared to respond in an emergency. During our visit, we observed 1 person’s home environment was clean, tidy, free from clutter and trip hazards, and maintained to a standard that supported their safety and wellbeing.

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.

The provider operated safe recruitment processes to help ensure suitable staff were employed. Recruitment records demonstrated that appropriate pre-employment checks had been completed, including verification of identity, right to work in the UK checks, employment references and Disclosure and Barring Service (DBS) checks.

Staff received training relevant to the needs of the people they supported. Training records showed staff had completed mandatory and role-specific training to equip them with the knowledge and skills required to provide safe and effective care, including training tailored to people’s individual needs and diagnoses. Staff told us they felt confident in their roles and were able to access additional training when required.

The service promoted a positive learning culture, encouraging staff to develop their knowledge and skills through further training and development opportunities. The registered manager used a training matrix to monitor staff compliance and identify upcoming training requirements. Records confirmed staff had completed all mandatory training, with no gaps identified at the time of our assessment. This included safeguarding, medicines management and infection prevention and control training, helping to ensure staff remained competent to support people safely.

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.

There were effective systems in place to reduce the risk and spread of infection. Personal protective equipment such as gloves and aprons was used by staff to protect themselves and people from the risk of infection. Staff were trained in infection control and food hygiene. The provider had a policy in place for Infection Prevention and Control (IPC) and IPC audits were completed monthly. The provider’s training matrix showed staff had received IPC training. This training helped ensure staff understood how infections can spread and what actions they must take to reduce risks to people using the service. Mandatory training was designed to support staff to follow best practice and comply with the service’s infection control policies and procedures.

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 safely and effectively. Staff followed clear procedures for administering and recording medication, using MAR (Medication Administration Record) charts. Staff administering medicines were trained and had their competency assessed before supporting people. Regular competency checks were in place. People received regular medicines reviews from health professionals to ensure their medicines remained safe and effective.