Gem Homecare 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 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 an open culture of reporting any issues or errors. Staff confirmed they could approach the care coordinators or management team to report matters without fear of repercussions.

There was an appropriate system in place to record and learn from incidents or accidents. Where an incident occurred that might demonstrate staff knowledge or practice required improvement, the management team ensured the right remedial action was taken. This included apologies to people involved, additional staff training, one to one conversation with staff and reminders at staff meetings and within communications. This ensured the service took appropriate action to prevent recurrence of incidents.

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 service worked with other agencies to ensure people were able to access healthcare services. Records detailed staff worked effectively with GP’s, district nurses and other external healthcare professionals. Staff told us if they were concerned about a person's health, they would contact the office or speak with health professionals directly to ensure the person received the care they needed.

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.

The provider took steps to protect people from abuse and improper treatment. The service had a safeguarding policy with which staff were familiar. Staff were trained to safeguard people from abuse and told us about types and signs of abuse and the actions they would take to keep people safe. Each member of staff we spoke with confirmed they would inform their manager if they had any concerns about people's safety, treatment or well-being.

People receiving care and support felt it was delivered safely by staff they felt safe with. People’s relatives said they felt confident the management team would listen to them if they raised any concerns, or experienced a situation which made them feel their family member was unsafe.

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 assessed risks to people and ensured plans were in place to mitigate them. For example, risks such as tissue viability, moving and handling and health conditions were all assessed and appropriate management plans put in place to mitigate risks and ensure people were supported safely.

Where people required the use of aids for safe moving and handling, risk assessments were in place to support staff to be able to use this equipment safely.

The management team completed regular audits and people’s care plans were updated as soon as there were any changes or new risks were identified.

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

Environmental risk assessments were in place to ensure staff were safe whilst supporting people. Care records noted important information about the environment of people's homes. For example, care records informed staff about the location of fuse boxes, gas shut off points as well as whether people had smoke and carbon monoxide alarms. This meant staff had practical information to keep people safe.

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 told us staff were trained and supported people safely. One person said, “They arrive on time, stay the full duration and are well trained.”

Staff were recruited safely, and appropriate checks were carried out to protect people from the risk of being supported by unsuitable staff.

Staff received training appropriate and relevant to their role. New staff received induction training which included shadowing more experienced colleagues and essential training relevant to their role. Staff’s training was recorded and monitored by the registered manager and office staff to ensure they remained up to date with their knowledge and skills. Staff were encouraged to do additional training and/or gain qualifications to help them with their career progression.Staff had supervision and appraisal meetings. This gave them the opportunity to talk about their work and reflect on their practice.

People supported were protected from the risk of cross infection. The provider had systems in place for assessing and managing the risk of infection, which was in line with current national guidance. The provider had an up-to-date Infection Prevention and Control (IPC) policy. Staff attended IPC training.

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.

Staff supported people to receive their medicines in line with their prescriber's instructions.

People were happy with the support they received with their medicines.

Staff responsible for the administration of medicines were trained and had their competency assessed. The service managed people's medicines safely. Each person had a medicines risk assessment, and this decided the level of support required, if any.