Apex Prime Care - Hampden Park

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 newly registered 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.

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.

There was a positive learning culture within the service. Management and staff followed safe systems to identify and respond to risk.

Accidents and incident processes were in place and safeguarding concerns had been reported when required. Both staff and the registered manager were very clear about their role and responsibilities to ensure peoples safety. All staff were aware of what actions to follow in the event of an accident or incident occurring. One told us, “I have arrived at a person's home to find them on the floor after a fall. I had to call an ambulance and I stayed with the person to support them until they arrived. I let the office know immediately too, and they provide extra support if it is needed and so they know you are going to be longer at the call, your next call might be delayed.”

The registered manager explained all accidents and incidents are reviewed and changes made if needed to mitigate further risk and to identify any areas of improvement or learning. Where learning was identified, actions were taken to reduce risk and strengthen practice, supporting continuous improvement.

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.

A full assessment was carried out prior to care being provided. This included a visit to the person’s home to meet the person and their relatives if appropriate.

An electronic care system was used which staff were able to access via mobile devices. Processes in place ensured people’s care and support needs were regularly reviewed. Care records reflected people’s current needs and were updated when changes occurred. People and their relatives told us they felt involved in how their care was arranged and provided. They were given time to explain their needs and wishes to ensure the care they received was suitable and in line with their needs and preferences.

Staff worked closely with GP’s and health professionals, care plans included relevant assessments and guidance. Staff were quick to identify and respond to any changes to people’s health. Concerns were escalated promptly and referrals completed to appropriate health professionals. When people were admitted to hospital or moved to other care services, staff ensured appropriate information was available to ensure a smooth transition.

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.

People felt safe and supported by staff. One person told us they had experienced a health related issue and staff had been ‘brilliant’ providing reassurance and ensuring they remained comfortable.

Staff demonstrated a good understanding around safeguarding and understood their responsibilities to protect people from the risk of harm or abuse. Staff were clear regarding actions they would take if they identified any concerns. One staff member said, “I would always raise any issues with the office and they are quick to respond.” All staff confirmed they had received safeguarding training and felt confident to identify and escalate any concerns if needed. The provider and registered manager worked with the local authority and other health professionals when any concerns were identified.

Staff and management worked within the principles of the Mental Capacity Act 2005 (MCA). People were not subject to unlawful or excessive restrictions they had choice control and freedom over their lives. At the time of the inspection no one using the service had a Community Deprivation of Liberty Safeguard (DoLS) in place that may impose restrictions on them for their safety.

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.

Risk assessments were in place for people’s identified needs and were reviewed regularly to ensure people’s safety was maintained. Risk management considered people’s physical and mental health needs and measures to manage risk were as least restrictive as possible. Where people had specific health conditions, such as diabetes, or other complex health needs, relevant information was recorded, any changes to people’s care needs were communicated promptly to staff. This ensured staff knew people well and care was delivered safely and effectively.

Care was personalised and tailored to each person's individual needs. This ensured staff had the information needed to deliver consistent and effective care and people were supported to manage risk safely while continuing to lead full and rewarding lives. Staff told us changes relating to people’s care were communicated to them through several different channels, for example internal messages and staff meetings.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

An initial assessment carried out in the person’s home was used to identify any potential hazards and ensured adequate measures were in place to reduce risks. Environmental risks identified for staff included areas such as safe access to the building, risks of slips, trips or falls, loose flooring and poor lighting.

Risk assessments were completed and guidance provided for staff to support the delivery of safe care. Staff received training to ensure they were safe to use any specific equipment required. For example, lifting and moving equipment.

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 had safe and robust recruitment processes in place, this included all necessary checks before staff could support vulnerable people. Staff completed an induction, training and shadowing an experienced staff member and only worked alone once they had been assessed as confident and competent to be able to provide care safely.

Training for staff was a mix of online and face to face training. There was an inhouse trainer who provided some practical training. This included moving and handling training and first aid. All staff completed mandatory training, with further training provided when required. For example, staff did pressure area training to understand how a pressure ulcer may occur, risk factors and how to help prevent pressure damage. The registered manager had oversight of all training completed and staff were reminded when any new or refresher training required completion.

All staff feedback we received highlighted that they felt well supported by the registered manager and the wider staff team. Staff received regular one to one supervision. Spot checks were completed for all staff and competencies were regularly assessed to ensure staff were providing care that met current evidence-based good practice and standards. Staff told us, “The training is very good, lots of it, if there is anything new, we get training,” and “It is very good, we are well trained and anything extra we need they provide it.”

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 had undertaken infection prevention and control and food hygiene training. Staff were provided with personal protective equipment (PPE) which could be collected from the office.

People and relatives confirmed staff used PPE effectively when they visited people at home and this was disposed of safely.

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 administered safely. Staff received training and had competencies assessed regularly. Electronic medicine administration records were completed and used to record when medicines were given. These were regularly reviewed and any issues or errors identified promptly and appropriate actions taken when required.

The registered manager and staff told us they worked with people and their prescribers to ensure medicines could be administered as prescribed, for example for medicines with specific timings or those that were required before or after meals. These were reviewed and call timings were discussed with people and the local authority if changes were required to ensure this could be carried out safely.

People told us, “Carers give me my medicines. It’s all managed with a schedule on the kitchen wall. All the information is there on which tablets and at what time. The carers will put creams on for my arthritis if necessary. The carers record the medicines administered.” And “The carers manage it (medicines). They manage through their App for timing. They message if it’s too early for paracetamol. They are pretty good with medicines. Their training is very good on this. They record it all on their App.”