First Choice Carers 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 developed a culture where staff worked together to learn from things that went wrong. There were procedures for responding to accidents, incidents and complaints. Staff understood these. The provider held a reflective practice session and made changes to protocols for dealing with emergencies following a recent incident.

The provider supported people to have safe transitions between services. They carried out thorough assessments and shared information with external professionals to help ensure people could access the services they needed. For example, ensuring care was in place for people following a hospital discharge.

The provider had procedures to help safeguard people from abuse. Staff undertook training to understand this process. Staff were able to explain about different types of abuse and how they would report these. Managers discussed safeguarding procedures with staff and tested their knowledge. The provider shared information with people using the service and made sure they had access to the contact details for local safeguarding teams. People using the service and their relatives told us they felt safe with staff and the agency. A relative commented, “I trust staff and have not had to raise any concerns.”

Managers assessed risks to people’s safety and wellbeing. They discussed these with people and their representatives to gather their views and explain how they felt these risks could be managed. People were supported to take positive risks and to be independent when they could be. There were risk management plans covering different activities and aspects of people’s care. People had consented to these. Managers regularly reviewed risk assessments and risk management plans.

The provider gave people and staff fact sheets about different areas of risk and how to manage these. For example, ways to prevent skin damage and reduce the likelihood of falls.

Staff undertook training to understand about safe care.

People using the service and their relatives felt that risks were well managed.

The provider assessed people’s home environment to identify any risks. When risks were identified, managers discussed these with people and their families. They developed plans to help mitigate risks. The provider had liaised with other professionals when they identified people needed or would benefit from equipment. For example, they had alerted other professionals when a person needed equipment to keep themselves safe in bed. They also liaised with professionals who carried out services on equipment to make sure this equipment was safe to use.

Managers developed fire safety plans for each person and ensured staff were aware of the support people needed in the event of a fire.

There were enough staff to care for people and meet their needs. People and their relatives told us they were cared for by the same familiar staff. They said that staff arrived on time and carried out tasks well. A relative commented, “Staff are professional, kind and caring.” Staff explained they were given enough time for visits and did not have to rush.

The provider had procedures to ensure staff were suitable and had the skills needed for their role. Following robust recruitment checks, new staff completed induction training and worked alongside experienced staff before working alone. Managers regularly supervised staff and provided updates in guidance and training.

The provider had procedures to help prevent and control infections. Staff undertook relevant training. Staff were provided with personal protective equipment (PPE) such as gloves and shoe covers which they used when needed. Staff were given information about how to carry out cleaning tasks, such as laundry, cleaning equipment and use of PPE. People and their relatives told us staff had good hygiene practices. Managers carried out spot check observations on staff which included whether they followed infection prevention and control procedures.

The provider had medicines procedures. Staff completed training to understand about these. At the time of our assessment, staff were not supporting anyone with the administration of medicines. Managers had collated information about the medicines people were prescribed, potential side effects and why people were taking these. This was included in care plans to help raise staff awareness and in case of medical emergencies. Some people managed their own medicines. The provider had assessed their capacity and skills to do this and to make sure any risks were mitigated.

Managers had identified 1 person’s medicines were not as effective as they should have been. With the person’s permission, they spoke with the prescribing doctor and organised for the person’s medicines to be reviewed. This resulted in a change of dose and improved health of the person.