Oasis Care Hillingdon

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 service registered on 21 April 2023. 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.

Relatives said they knew how to raise concerns and if they had raised a complaint it was responded to appropriately. A relative said, “I’ve only ever complained once, and it was sorted”.

The registered manager undertook an investigation into incidents, accidents, safeguarding and complaints which identified possible actions for improvement. The registered manager told us, following an investigation, they would discuss the actions with the staff involved to make immediate improvements. The information was then shared and discussed with staff through supervision and team meetings and via an electronic chat system. Staff confirmed that where lessons have been learned following an investigation it was shared with them by senior staff.

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 care needs were assessed to ensure the service could meet the person’s support needs in an appropriate and safe manner. The registered manager told us when they received a new care package from the local authority there would be information on the person’s care needs. A care coordinator would attend the first visit with the staff member to review the information provided by the local authority and draft the initial care plan and risk assessments. These documents were then refined following subsequent visits and agreed with the person and /or their relatives. The registered manager explained that if the information provided by the local authority did not reflect the person’s identified support needs, they would arrange for amendments to the care packages. The provider identified if any additional involvement from healthcare professionals was required to ensure appropriate equipment and support was provided.

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.

Relatives told us they felt their family member received care which was safe and met their needs. A relative said, “[Family member] is free from abuse, they are also never alone. There will always be someone with [family member]”. The provider had a safeguarding policy and complied with the procedures of the local authority safeguarding teams. We reviewed the records of a recent safeguarding investigation, and they reflected the provider’s safeguarding procedure. Staff undertook training of safeguarding adults and were able to describe how to protect people from possible abuse. The provider completed audits to monitor safeguarding concerns, to ensure the procedures were followed and identify any trends.

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.

Relatives said their family member received care which was safe, and the staff were responsive to their needs. Possible risks in relation to a person’s health and well-being were identified and assessed. During the initial assessment visit possible risks were discussed with the person and their relatives and ways to reduce them were identified. The registered manager explained, “We don’t impose any actions to mitigate risks. We discuss this with the person, get the relevant healthcare professionals in to assess and get the person the right equipment to maintain their independence.” The risk assessments focused on each person’s identified risks. The risk assessments provided staff with guidance on how to reduce the possible risk when providing support. These included falls, personal care and mobility. Staff undertook training on health and safety and how to support people with their mobility. Staff were provided with information on the medical condition people lived with, how to provide appropriate support and if there was any impact on how care was provided.

The provider 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 carried out in relation the person’s home environment to identify any possible risks. An environmental risk assessment included reviewing lighting, access to the property and if there were any increased risks for slips for falls. A fire risk assessment was completed including providing guidance for staff on how to support the person in case of an emergency.

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.

Relatives said the staff members usually arrived at the agreed time, stayed for the full visit and contacted them if they were going to be late. Their comments included, “The timekeeping is good, considering they all come by bus”, and “It’s a half-hour call and they stay for the entire duration.” Staff told us they usually visited the same people to ensure consistency in care.

The provider had a recruitment procedure which enabled them to identify suitable new staff. This included checks on employment history, right to work and criminal record. New staff completed an induction, shadowing an experienced staff member and training with their knowledge being assessed. There were regular supervision and team meeting. Staff told us they felt supported.

Relatives felt the staff who visited their family member had the appropriate skills and training to provide the required support.

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 confirmed they had completed training on infection control, and they received appropriate supplies of personal protective equipment (PPE) to use when providing support. Senior staff monitored if staff followed infection control policy and best practice through spot checks. Relatives told us staff used PPE with a relative saying, “[Staff] wear PPE and wash their hands especially when they clean the commode.”

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.

Relatives confirmed they were happy with the support provided by staff with their family member’s medicines. A risk assessment in relation to medicines was completed. This reviewed how the medicines should be administered and any possible risks with guidance on how to reduce possible risks such as choking or non-compliance. Staff completed training on the administration of medicines, and their competency was regularly assessed. The senior staff completed audits of the medicines administration records, and any issues were identified and appropriate action taken. Staff told us they felt confident when supporting people with their medicines.