Caring Connections - Warrington

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. At our last assessment this key question was unrated. This is the first rated 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. People and their family members told us that staff were responsive when improvements were needed. Their comments included, “The staff in the office are easy to talk to and they are very helpful if you need to make changes” and, “Sometimes with asking, staff will report any concerns, they keeping me included."

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. Care plans were developed with information from people, their family members and information supplied by the local authority, for example, assessments of need and moving and handling assessments. Information gained during the initial assessment or visit by the service was not always recorded on the electronic care planning system, but in written form, stored in the office. Although the information was available, we discussed this with staff who stated that written information gained during initial assessment/visits could be entered onto the system containing people’s care plans. This would make the information more accessible to staff. Records showed that regular contact took place with healthcare partners if required to help ensure that people were always in receipt of the service they required. Family members felt involved in their relative’s care.

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 family members told us they felt safe using the service. Staff received safeguarding training and knew what action to taken to protect people from potential abuse. Clear procedures were in place to guide staff on how to report any concerns. Comments from staff included they “Felt comfortable in contacting the local authority if they had any safeguarding concerns around the service.” Information was also available to people and their family members as to who to contact regarding a safeguarding concern.

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. People and their family members were involved in the planning of care and support. Where risks had been identified, wherever possible these had been mitigated. Information relating to equipment in use for the delivery of care was included in people’s care plans to support its safe use.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Known risks were considered and where possible mitigated when care and support was planned and delivered in people’s homes. Staff had access to equipment needed when delivering 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. Records showed that staff were safely recruited with appropriate checks being carried out at the time of recruitment. Information showed that staff had received training for their role. A system was in place to schedule people’s call times. Two family members told us that their relative’s evening calls were too early for their needs, we advised people to contact and discuss this with the service. Others told us that staff generally arrived around their expected times. People spoke positively about staff delivering their care. Comments included “Everyone of them are kind and caring”, “Staff do differ but they are all ok” and “The staff are all ok and they are willing to anything they can do for you, helpful."

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. Procedures were in place and staff received training on infection prevention and control. Stocks of personal protective equipment (PPE) were available at the office and staff were seen collecting the supplies they required. People told us staff used personal protective equipment when providing support with personal care. One person told us “PPE is always used and staff always wear their uniform."

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. Policies and procedures were in place for the safe effective management of people’s medicines. Staff received training in the administration of medicines. Since our previous visit, improvements had been made to the monitoring and recording of people’s needs relating to their medicines management. An action plan was in progress to make on-going improvements. These improvements included regular monitoring of people’s medicines, where required and the introduction of body maps to identify where creams and patches needed to be placed.