QH Care Services Limited

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 service since their registration in February 2023. 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. People were encouraged to raise safety concerns with staff and supported to do this in a variety of ways. The registered manager told us, “When I do the assessment with people, I tell people about how they can feedback to us about the service. We also have the service user guide and they can see how to raise a concern or issue. We also invite people to share concerns anonymously as well, if they don’t feel comfortable.”

Staff listened to concerns about safety and reported safety events promptly. Safety events were investigated by the registered manager, who took the necessary action to reduce the risks of these reoccurring. Lessons were learnt and shared with the staff team, to help them continually improve their practice and keep people safe.

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.

Information obtained about people’s needs and risks to their safety, was used to develop and implement individualised care and risk management plans for them. This helped to ensure people received safe, appropriate care and support as soon as they started using the service. A relative told us, “From the very beginning, the referral process was smooth and inclusive. They listened carefully and made sure everything was planned out properly. Everything to the minutest detail is taken care of for [family member].”

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 had no concerns about the staff providing their care and support. A relative told us, “I know [family member] is safe in their care, and that’s not something I say lightly.”

Staff understood their duty to safeguard people and how and when to report safeguarding concerns to the relevant person or agency. A staff member told us, “My face-to-face training and care skills online training have helped me to realise and spot signs of abuse or neglect. I will make sure I follow the safeguarding protocols of [the service] and report accordingly.”

The registered manager understood their responsibility to make timely referrals and to work proactively with the relevant agencies to ensure people were safeguarded from further risk.

The provider worked with people 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.

People were supported to stay safe. A relative told us, “The carers are always mindful of [family member’s] safety, and they support them in a way that avoids risk without restricting their independence. They are very well trained and know exactly what they’re doing."

Staff understood risks to people and how these should be managed. A staff member told us, “Trainings I have completed at [the service] have given me the knowledge to identify possible risks that could endanger people I support. I make sure I read and understand the individual's care plan, including all possible risks to look out for at any point in time of my care delivery.”

The registered manager made sure people’s records contained current information and guidance for staff on how identified risks should be managed to keep people safe from injury or harm. These were reviewed at regular intervals to ensure risk management plans were supporting people to stay 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.

The registered manager assessed risks posed by people’s living environment and put measures in place to reduce these, to keep people safe. A relative told us, “They manage risks quietly and respectfully. They don’t frighten [family member] or overwhelm her, but they keep her secure and dignified."

The registered manager made sure risk management plans were monitored and reviewed at regular intervals to make sure the measures put in place to reduce risks, remained appropriate.

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.

There were enough staff to meet the needs of people using the service. Staff rotas were planned to allow staff enough time to attend scheduled care calls. A relative told us, “They always arrive on time and stay the full length of the agreed visit. Never rushed, never distracted. I have total confidence that nothing is ever missed.” A staff member told us, “I have ample time to attend to care calls and carry out my duties because my rota is planned out well with adequate allocated time for each visit.”

Staff received regular and relevant training and were supported to continuously learn and improve in their roles through regular spot checks, supervision and appraisal of their work performance. A staff member said, “[The service] provides me with ongoing training, face to face and online. I receive periodic supervisions which provides me with the necessary support, guidance, and feedback to help my improvement.”

There were safe recruitment practices at the service. The provider carried out the necessary checks required on staff when they applied to work at the service, to make sure they were suitable to support people.

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 were provided with relevant training and support to help them reduce infection risks in people’s homes. The registered manager made sure staff had access to supplies of personal protective equipment (PPE) to help them minimise infection risks to people.

Senior staff undertook regular spot checks on staff’s practice to ensure this was in line with standards and national guidance for minimising infection risks when supporting people.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.

People consistently received the medicines prescribed to them. Staff were provided with training and supported to manage and administer medicines.

Senior staff undertook regular spot checks on staff and audits of medicines, to make sure these were managed and administered safely.