High Healthcare

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.
Falls were reviewed in detail, and records showed staff considered contributory factors and sought input from relevant professionals to reduce the likelihood of similar events occurring in the future. Complaints were managed effectively, with clear outcomes and documented actions taken in response.
Staff described how they reflected on incident reviews and feedback to improve their practice, and records showed learning had been shared across the team. These processes demonstrated the service took incidents and feedback seriously and used them as opportunities to strengthen safety and quality for people.
 

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 provider had a thorough pre-assessment process in place, and records showed the pre-admission policy had been consistently followed before any care packages commenced. This ensured staff had a clear understanding of each person’s needs and any associated risks prior to the start of care.
One relative told us, “My relative was reluctant to engage and receive help and support but now they are blown away by the staff. The registered manager was involved in the initial assessment, and they [registered manager] have gone over and above to make sure [person] gets proper care and is allocated suitable carers.”
Communication between the service and other professionals and agencies had been effective. Information had been shared in a timely manner, which supported safe and well-coordinated transfers when people moved between services. This promoted continuity of care and reduced the risk of avoidable harm.
One relative told us when their family member fell over while staff were present, the team acted swiftly contacting relatives and emergency services, with the care staff member staying until help arrived. The relative described this as “fantastic support, over and above,” which contributed greatly to their sense of safety and trust.
 

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.
A safeguarding policy was in place, which was robust and specific to the service. Staff were aware of their roles and responsibilities in safeguarding people and described the process with confidence.
One safeguarding referral had been made for 1 person. The record was detailed and accurate, and the provider had appropriate systems and processes to oversee and analyse safeguarding activity. The safeguarding matrix captured clear outcomes and actions taken, supporting effective monitoring and improvement of safeguarding practice.
 

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.
Risk assessments were in place where required and were up to date following regular reviews. Each assessment had been individualised to the person’s assessed risks. Mitigation measures were in place where appropriate, and these, along with care records, guided staff on managing risk while promoting independence and positive risk taking were safe.
People and relatives told us they felt safe receiving care in their own homes from staff. This supported evidence of safe practice and effective involvement of people in decisions linked to risk.
 

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.
People were cared for safely within their own homes. The provider had completed robust environmental risk assessments, and staff received training on lone working. The lone working policy was promoted to staff to support understanding of safe practice when working independently.
People and relatives told us they felt confident staff understood how to maintain safety in the home. Staff told us they knew which changes in the environment required reporting, supporting prompt action and safe delivery of care.
 

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.
The provider had followed their recruitment policy accurately when completing staff recruitment. All pre-employment checks had been completed before staff commenced employment, and documented interview questions and scenarios had been used to assess candidates’ suitability for the role, and their ability to meet the needs of the people using the service. One person told us, “My plan of care was created by the registered manager. [Registered manager] then selected staff to provide care who were best suited to my care needs.”
The provider maintained training, supervision, and induction matrices, allowing efficient review of staff needs and analysis of compliance. Staff received regular meetings, spot checks, and supervisions, and had completed all necessary training to provide safe care to people using the service. In addition, staff had access to optional training, demonstrating a commitment to increasing knowledge and understanding and supporting safe, high-quality care.
People and relatives all felt staff were well trained. One person told us, “I think the carers in the team who support me are all very well trained and good at their job.”
 

The provider assessed and managed the risk of infection.

An infection prevention and control (IPC) policy was in place, which was detailed and specific to the service. Staff were regularly observed through spot checks, which included assessments of IPC practice. Staff described the personal protective equipment (PPE) they wore and explained the reasons for its use. People and relatives told us they had no concerns regarding staff practices. Records showed compliance with standards, and no issues were identified during checks .
 

The provider did not always make sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff did not always involve people in planning.
As and when required medication (PRN) protocols were in place, and staff were up to date with competency checks, observations, and training, supporting safe administration practices. People received their medicines in a timely and consistent manner, and staff demonstrated knowledge of safe medicine administration and monitoring, helping to maintain ongoing safety.
However, pain patch application sites and rotations were recorded only in care notes, not on official medication records , and medication-specific care plans were not in place. While there was no evidence of harm, these gaps in documentation mean the service could not fully demonstrate consistent, tailored guidance for medicine administration and monitoring.