Novus Care Limited - Surrey

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 we rated this key question good. At this assessment the rating has remained 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.

Staff understood the importance to record and report any incidents that occurred. A member of staff told us, “I report what I have seen and then what I have done in a safe way according to the company policies. And then when we fill out the form for the incident, it goes through to the office, and then they take over.”

The service investigated incidents thoroughly and shared outcomes with people and relevant stakeholders. These included an analysis of all incidents, documenting themes and trends and providing behaviour support recommendations. The registered manager told us, “For the accidents submitted in that previous month, I analyse what happened, why it happened, how we can learn, how we can embed that learning into the staff team to prevent it reoccurring and what we've done about it.”

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.

Leaders consistently completed detailed face‑to‑face pre‑admission assessments for all people, regardless of the referral source. This ensured a detailed understanding of people’s needs, risks and preferences and supported personalised care from the outset. A family member spoke positively about the pre-admission process. They told us, “Novus were very organised in putting together the care package, they were good. They didn’t make promises and not keep them. They (the registered manager) told us ‘We’ll get back to you to let you know what we can do’.” The registered manager told us, “We will go out and complete an assessment and then we will work from there as to what that person needs and what we can provide for them.”

Staff told us they were given sufficient information about people’s needs before visiting them for the first time. A member of staff said, “There will be a care plan, and they (the office staff) will emphasize that please read the care plan before you go in so that you know what they need.”
 

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 told us they felt safe with staff and relatives also felt their loved ones were well cared for. Comments included, “They [staff] knock on the door and come in the back door. They call out to let me know, it’s important they don’t just come into someone’s house without letting me know” and “I would not have them in here if I didn’t feel safe.”

All staff had completed safeguarding training, which was recorded on the training matrix and was up to date. Safeguarding concerns were recorded and monitored through a safeguarding log, which included clear actions taken. A safeguarding policy was in place and accessible to staff. Staff demonstrated an understanding of safeguarding processes and knew how to recognise, report and escalate concerns to help keep people safe. One member of staff told us, “I would first get all the information from the person if they are willing to talk and then immediately call the office for assistance and report as it was relayed.”

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 relatives fed back that staff managed risks associated with people’s care in a safe way. Comments included, “They [staff] come up with me to the bathroom to make sure I don’t fall. I do feel safer when they are there” and “They take care of my safety, if I carry something heavy, they will react straight away and safe and supported.”

People and, where appropriate, their family members were involved in developing and reviewing care records and risk assessments. Staff worked with people to understand their needs, risks and preferences. Behavioural tools were used when appropriate to support people safely and effectively. The registered manager told us people, and their families were actively involved in care planning and reviews. They said, “We're trying to keep people safe whilst respecting their choices and individuality but involving others where we need to.”
People’s care and support arrangements were formally reviewed every 6 months or sooner if required. This helped ensure care plans remained up to date and reflected people’s changing needs, preferences and circumstances.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

Staff completed environmental assessments as part of the pre‑admission process to help identify and manage potential risks in people’s homes before care started. A member of staff told us, “The second that I get out of my car, I'm judging the path. Is there any issues, trip hazards? Is it going to puddle and become slippery when it freezes in winter? Any issues like that, overgrown trees, bushes, plants, the front door, is it accessible? Is it in good working condition? Is everything accessible and safe for all parties within the house.”

Environmental risk assessments were completed and clearly recorded within people’s care plans. This helped ensure risks were identified, monitored and managed appropriately, and that care was delivered safely in people’s own environments.

In the event of an emergency, such as poor weather conditions, the service had a contingency plan in place. A member of staff told us, “We have our high priority service users. We have our service users that are classed as our high priority that we would look to get their call covered first.”
 

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.

People and relatives told us staff always attended the call and stayed for the duration. Comments included, “They are always on time apart from the odd time when they are stuck in traffic. I’ve never had a situation when they’ve been extremely late”, and “They are really punctual. In fact, I am really impressed because we are very rural. There has never been a missed call.”

Leaders managed risks by regularly reviewing staffing ratios and adjusting them in response to changes in people’s needs. Two staff were always allocated for calls requiring 2 members of staff, reducing risks associated with personal care and moving and handling. Records confirmed no care calls had been missed. A member of staff told us, “If we don't find enough time, we always report [to the office] and then they talk to the social services to increase the time so that we can do all the tasks.”

New staff were supported through a structured shadowing process and worked alongside experienced staff until they were assessed as confident and competent. Staff were formally signed off before working independently. A relative told us, “It is reassuring that ongoing training is provided.” A member of staff said, “I support the new carers to building their confidence and also ensuring that they are providing quality care.” Another member of staff told us, “I really felt supported. I was comfortable and I could work well because I had the support that I needed from the office.” An external professional fed back, “It was reassuring to learn about how Novus support their care staff. The agency has a number of Wellbeing mentors who check in on new staff through induction and routinely thereafter to ensure all is well and support is provided where needed.”

Staff received regular supervision and an annual appraisal, which supported reflection on practice, development needs and wellbeing. Staff meetings were, and leaders operated an open‑door policy, enabling staff to raise concerns and seek support when needed. A member of staff told us of supervisions, “I've been assisted several times in supervision because it helps me grow. A training matrix was in place to monitor staff training and compliance.

Robust recruitment checks were completed before staff started work to help ensure they were suitable for their roles. All staff completed a comprehensive induction on commencement of employment.

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 received infection prevention and control (IPC) and food safety training. helping to reduce the risk of infection and maintain safe care in people’s homes. The registered manager told us, “We ensure that we have adequate supplies of PPE [personal, protective equipment] here at the office. All the carers come in frequently, and they sign out their PPE, and I make a monthly order. We ensure that the correct PPE is being used in people's homes.” The management team monitored staff practice through regular spot checks, which included observing hand‑washing techniques and the correct use of PPE. These checks provided assurance that staff followed safe working practices during care delivery.

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.

Where required, people told us they were supported by staff with their medicines. All staff who supported people with medicines had received medicines training and were assessed as competent before administering medicines independently. Staff were formally signed off once they had demonstrated they were confident and capable. One member of staff told us that for some people, “We are tasked to check if the medication supply is becoming low. If you see it's only left 10 days or seven days, we report to the office.”

Regular medicines competency checks were completed to monitor safe practice. The registered manager told us, “When [new staff] go out on their own, they receive a spot check within that first and second day, just to sort of oversee the handling of medication to make sure that everything is done correctly.”