You First Support Services CIC

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 this assessment we have rated this key question 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 positive learning culture where staff and managers were open about safety issues and used feedback to improve practice. Relatives told us staff learnt quickly how to support people well and built trusting relationships with them. People and relatives felt able to speak up about any concerns and said their views were heard.

Lessons were learnt to continually identify and embed good practice. The management team had a clear vision for the service to deliver high quality and safe care to people. They focused on learning and improving the service wherever possible. Reviews were carried out when there were incidents and accidents. Exit interviews were offered when staff were leaving so, they were able to share their experience in working for You First, including any areas for improvement. These actions supported a culture that promoted learning and continuous improvement.

The management team 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.

Staff contacted professionals such as GPs if people were unwell or needed extra support. If professionals gave advice, this was recorded and staff followed this..

The management team 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.

People and relatives said they felt safe and able to report concerns. Staff understood their responsibility to protect people from abuse and avoidable harm and knew who to contact if they identified a safeguarding issue. The provider acted appropriately when concerns were raised. We found people were safe and protected, with safe recruitment processes and effective oversight of risks.

The management team and care staff worked with people and their relatives to understand and manage risks. Staff provided care to meet people’s needs that was safe, supportive, and enabled people to do the things that mattered to them. Staff supported and encouraged people’s independence by promoting positive risk taking.

People’s care records included information about individual risks and how staff should work to minimise risks to people. For example, mobility, choking, behaviour, and road safety risks were assessed and regularly reviewed. People and relatives said staff worked in a safe way, in line with people’s risk assessments.

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

People received support in their own homes, and staff helped ensure each person’s home environment remained safe. Relatives described situations where staff recognised risks and acted to manage these. When relatives raised environmental concerns, the management team addressed these to maintain safer home environments.

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.

People said they knew the staff who supported them and got on well with them. One relative said, “[Name] really does like the carers.” This relative also told us changes in regular staff could sometimes affect their family member’s routines, as they relied heavily on their trust in staff in understanding their care needs. Managers worked with families to allocate regular staff and acted when concerns were raised.

We found staffing levels met people’s needs and staff received appropriate training, support and supervision. Formal supervision meetings with staff, observations of staff practice and regular staff meetings were held. Records of staff meetings showed these were well attended, covered a range of topics and staff were encouraged to raise any issue they wished to discuss.

People were supported by staff who had been recruited safely. Appropriate checks were carried out on all new staff to ensure they were able to work in the UK, of good character and safe to support vulnerable people. This helped to ensure people’s safety.

The management team assessed and managed the risk of infection. Infection prevention and control measures were effective.

Staff had access to appropriate protective equipment and used it safely. Relatives told us staff supported people with personal care in hygienic ways, including ensuring bathrooms were ventilated where this supported people’s health needs. Staff helped people maintain personal hygiene. Any concerns about consistency of support were raised and responded to by managers to maintain safe standards of infection control.

Staff supported people with medicines where required and followed safe processes. Relatives described situations where staff prompted or supported with tasks such as taking medicines as part of their family member’s daily routines. Medicines were managed safely, with staff working with professionals to reduce unnecessary medication in line with best practice. These measures ensured people received safe support with medicines in their own homes.