Hales Group Limited - Newcastle

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 of this service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 69 (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. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. When accidents and incidents occurred, staff took appropriate action including seeking medical attention. The registered manager had a process in place to review incidents that occurred to identify any trends, patterns and lessons learnt and to share with staff to reduce risks to people.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. Information was collected about people’s needs before they started to use the service, to ensure their needs could be met. However, information such as a hospital ‘passport’ containing standardised information about people’s care and support needs was not available for all people to ensure they received a continuity of care when either visiting another service or when they were discharged from the service. The registered manager told us that this would be addressed.

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. Peoples’ comments included, “I am safe, staff are all nice to me. I get different carers, they announce themselves when they come in and I look forward to them coming” and “I am very well looked after, and I have got to know the staff. We are now familiar with each other. I feel very safe, staff do not shout, I trust them.” Staff and leaders had received training in safeguarding adults and understood their responsibilities in reporting safeguarding concerns to the appropriate agencies. Staff members’ comments included, “Safeguarding is discussed at meetings and supervisions” and “I have done safeguarding training.”

The registered manager had completed risk assessments for people and had put measures in place to mitigate those risks. Identified risk was transferred to a care plan with detail for staff to mitigate the risks. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. A relative commented, “The only special equipment [Name] needs is a shower chair, and staff are all competent with using that, I know [Name] feels safe.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Risks associated with people’s individual environments were assessed before staff started supporting people within their homes.

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. However, some improvements were needed to roster management. We received mixed feedback about the timings of calls, the consistency of carers and people not knowing who was coming to their call. People and relative’s comments included, “The main issue is the timings of the calls-the breakfast calls can be very late, it should be 9-30 am”, “My relative should have consistency of care and carers”, “Staff are never on time-they should come at 7-30am and they come at 11am”, “Staff never ring if they are running late” and “I have never had a missed call and the carers who come to me are my regulars.” The registered manager told us this would be addressed.

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 told us they had access to the personal protective equipment (PPE) they required, and people confirmed staff wore this when required. Staff received infection control training and competency checks. A person commented, “Staff do meals for me, they always wear gloves for that.”

Medicines were managed safely. Medicines and treatments were safe and met people’s needs, capacities and preferences. Medicines records were in place. There were policies and processes in place to ensure people received their medicines safely. Staff received training and competency checks to observe how they managed people’s medicines safely. A person commented, “The carers always stay while I take my medicine, and it is all written up.” Another person told us, “The carers do my tablets and never miss.”