HLG Complex Care 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 HLG Complex Care Ltd. 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.There was a process in place to report and record accidents and incidents. There was a culture of reflective practice for staff following accidents and incidents.Accidents and incidents were investigated and any learning identified was shared with the staff. This supported a positive learning culture that promoted continuous improvements to the service.

The provider always worked with people and healthcare partners to design, establish and maintain safe systems of care, in which safety was always well managed and monitored.People using HLG Complex Care Ltd usually required care as a result of a life changing event, and for most, this was the first time they had used external support to receive any care and support. HLG Complex Care Ltd ensured they had the information needed to treat people as well as possible. They involved those the person wanted to be involved, and other professionals to tailor a support package that was person centred and provided people as much continuity as possible in their life.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way for this to be achieved. 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 had a safeguarding policy in place and staff understood the procedure they should follow if they were concerned about people’s welfare.One staff member told us, “If I suspected any abuse, I would act promptly and in line with our policy, I would ensure action was taken to keep people safe.” All staff felt confident that action would be taken by HLG Complex care Ltd if they reported any forms of abuse. No one had reported any issues with their care and support package. One person said, “I have no safety issues with the carers I get; they are good people who keep everything in check for me.”

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. As part of the initial assessment process the managers met with people to understand their individual risks and mitigation factors. Risk assessments were put in place to ensure staff knew how to support people safely. Risk assessments were regularly reviewed and updated in response to changes in needs or significant events. People and relatives were assured staff knew about their risks. One relative said, “The service is able to manage risks, and their mobility is kept stable with the use of equipment which the carers aid them with.”

The service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Risk assessments were in place to identify any potential hazards in people’s homes. These were carried out in consultation with people to ensure the care environment was safe. People had care plans that included guidance on the safe use of equipment, for instance, to enable people to mobilise, receive care and maintain their independence.

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. HLG Complex Care Ltd recruited a staff team for each person they provided care and support to. People were involved in choosing their staff as part of their recruitment process. People shortlisted candidates based on their interest and qualities before the formal recruitment process began. Staff were recruited safely. The provider completed pre-employment checks such as obtaining references and Disclosure and Barring Service (DBS) checks. DBS checks provide information including details about convictions and cautions held on the Police National Computer. This information helps employers make safer recruitment decisions. Staff completed training as part of their role. This included an in-depth induction which consisted of shadow shifts and specific training to meet the needs of the person they were recruited to support. One person told us, “The carers are well trained to operate equipment safely.” A system was also in place to monitor staff calls. This included start times, leaving times, duration of calls and completion of tasks. Any discrepancies were identified and shared with the managers who could address promptly.

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 completed training on infection prevention and control (IPC) and were provided with appropriate personal protective equipment (PPE). People and relatives told us staff used appropriate PPE. One person said, “The staff have good hygiene standards,” and another person told us, “Staff wear everything they need to wear like aprons, gloves etc.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.People were involved in planning how they received their medication support. Support was in line with people’s needs, and this was documented in people’s care records. Medicine administration record (MAR) charts were completed by members of staff electronically and checked and audited by the managers.The provider had policies in place to manage the safe administration of medicines. Staff confirmed they knew what to do in the event of a medication error. One staff member told us, “We would make sure the person is safe and get medical guidance as soon as possible, we would then document and identify any changes that could prevent this from happening again.” People and relatives we spoke with, who were supported with medicines, told us they felt happy and confident with the support they received from staff.One relative said, “My relative never misses their medication and I can trust [staff] even in times of my absence, they are being looked after well.”