Archived: Promedica24 Homecare (Blaby and Lutterworth)

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 newly registered service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 72 (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.

Staff understood their responsibility to report concerns, accidents and incidents. They were encouraged to raise issues promptly, and records showed incidents were appropriately documented, reviewed and analysed to identify themes, trends and opportunities for improvement. A staff member told us, “I will call the office if I have concerns and document it in the notes. Incidents are shared in staff meetings; they are also logged on the phone App.”

Managers reviewed incidents and considered what had worked well, alongside areas where practice could be strengthened. Learning was shared with staff through supervision sessions, and team meetings.

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.

People’s needs were assessed before care commenced to ensure safe and effective transitions into the service. Relatives and people using the service described a thorough pre-admission process that involved detailed discussions about individual needs, preferences and expectations. One relative told us, “There was a big meeting with the family and [person] 2 weeks ago before [the provider] started and they went through absolutely everything and asked lots of questions about [person’s] likes and dislikes.” Another person said, “[Manager] came and did a very thorough meeting before they started looking after me and even my [relative] who was there was impressed.”

Staff demonstrated a clear understanding of the importance of reviewing assessments and care plans before providing support. A staff member told us, “I look through a new person’s care plan before I go to them; I take care to find out what to look out for. This will all have been recorded because the initial assessments done by the senior carers are very thorough.”

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 and their relatives consistently told us they felt safe receiving support from the provider. They were confident staff understood their needs and would take appropriate action if concerns arose.

Staff had received safeguarding training and were able to clearly explain their responsibilities for recognising and reporting concerns. They demonstrated a good understanding of safeguarding procedures and the importance of acting promptly to protect people from harm. One staff member told us, “The process of reporting is to contact the manager and record my concerns. I never hesitate to report any concerns, it’s better to be safe than sorry.”

The provider did not always work well with people to understand and manage risks.

Risks to people’s health, safety and wellbeing were assessed and care plans and risk assessments were in place. However, these did not always provide sufficient detail or clear guidance to support staff to manage specific health conditions consistently and safely. For example, 1 person living with diabetes had a care plan which identified their condition, but it lacked information about potential complications, signs and symptoms of deterioration, and the action staff should take if the person's health deteriorated. This meant staff may not have had access to all the information required to respond appropriately in an emergency or changes in the person’s wellbeing.

Records demonstrated staff understood people's needs and had escalated concerns when changes in their health or wellbeing were identified. Staff took timely action to seek advice and support from relevant healthcare professionals where required. There was no evidence people had come to harm as a result of the gaps identified in care planning documentation. The concerns were shared with the provider during the inspection, and prompt action was taken to address them.

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 completed when people started using the service and were reviewed regularly to ensure they remained relevant and reflected people's current circumstances.

Assessments considered factors such as access to the property, fire safety, lone working arrangements, and potential hazards within the home such as pets. Staff had access to this information and understood how to minimise risks while maintaining people's independence and choice.

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.

Staff were recruited safely, with robust pre-employment checks completed before they commenced their roles. They received a comprehensive induction and undertook a wide range of mandatory and role-specific training, which continued throughout their employment. Regular supervision sessions were held, providing staff with ongoing support and ensuring they understood their roles, responsibilities, and the standards expected of them. A staff member told us, “I had an induction when I started. The focus was how to carry out the work; the day-to-day tasks; how to keep the client and myself safe. I felt very supported with this, it was really nice and helped me feel confident to do the job.”

People and their relatives told us that staff were reliable, knowledgeable, and familiar with individuals' needs and preferences. A relative said, “The carers are very good at keeping to time and do stay the time, as you can see this clearly on the App.”

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.

There were effective infection prevention and control (IPC) arrangements in place to help protect people from the risk of infection. People told us staff followed good hygiene practices and used appropriate personal protective equipment (PPE) when providing care and support. A relative told us, “The carers are all uniformed and they wear their gloves and aprons when they are working.” A person said, “The carers always wear their gloves and aprons. When I have my shower and [staff member] has to step inside the shower, they wear shoe covers. All of which get thrown away afterwards.”

The provider carried out regular spot checks of staff practice to ensure IPC procedures were being followed consistently in people’s homes. These checks provided oversight and assurance that staff adhered to expected standards of hygiene and PPE use.

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.

People received their medicines safely and as prescribed. Staff completed medicines training and competency assessments to ensure they could support people safely.

Care plans included information about people's medicines and the level of support required. Medicines administration records were completed appropriately, and regular audits helped identify and address any issues promptly. A relative told us, “[Staff] are recording all the medication they give [person], together with call notes on their App which I have access to.”

People were supported to remain as independent as possible with their medicines, and effective communication with healthcare professionals helped ensure any changes to medicines were implemented safely. A staff member told us, “Any specific changes to medicines or the route the person has to take them in is written down.”