The Dispensary

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 inspection of this service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 81 (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. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. People received safe care because staff learned from safety alerts and incidents. Any incidents about people's safety were discussed with staff in a timely way, with action taken to mitigate further risks. A staff member told us, “We are encouraged to report and we discuss any incidents.”

Staff at the service always worked with people and healthcare partners to design, establish and maintain safe systems of care, in which safety was always well managed and monitored. A professional commented, “Staff are excellent with their communication and are always available to speak with and attend meetings.” Staff made sure there was always continuity of care, including when people moved between different services. People were well-supported by staff, as they transitioned into the service at a pace that suited them. Some innovative approaches were used, that were individually tailored to people's needs and understanding, to help them become familiar with the service before they moved in. Detailed information was collected before people started to use the service, and person-centred passports were available with information to take when attending hospital or other health appointments. Passports were also prepared to ensure people’s needs could be met, if they moved elsewhere. These documents contained important information about people’s care and communication needs, including personal details, the type of medicines people were taking, and any pre-existing health conditions.

Staff at the service worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They 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 service shared concerns quickly and appropriately.People and relatives told us they felt safe, they would speak with staff if they were worried, and they always felt listened to. A staff member commented, “If I had any concerns, I would report it to management, and it would be dealt with.”

Staff always worked well with people to fully understand and manage risks by thinking holistically. Staff provided care that fully met people’s needs and was safe, supportive and enabled people to do the things that mattered to them.Risks were assessed to ensure people were safe and staff took action to mitigate any identified risks. Care plans contained explanations of the measures staff would follow to keep people safe, including where people may be at risk of self-harm. Staff supported people safely and positive risk taking was encouraged to help people become more independent. For example, a person was learning to manage their own medicines with checks in place to monitor progress, to travel independently, other people were supported to make drinks and snacks, manage money, and whatever their need or aspiration.

The provider was fully aware of all potential risks in the care environment and controlled them well. They made sure equipment, facilities and technology supported the delivery of safe care. The environment was well-maintained. Equipment was regularly serviced to maintain safety. Policies were advertised in an accessible easy read format so people who used the service were reminded about safety in their home. People also received training. Regular fire drills took place. Staff went above and beyond to help people keep safe, including developing people’s learning and skills. For example, a person with anxiety had been supported, with the use of props, to learn how to respond when an alarm sounded during a fire drill, so they were prepared if ever there was a fire safety incident.

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.There were sufficient staff to support people safely. People were supported on a 1-1 or 2-1 basis and staffing levels could be increased or decreased dependent upon need. Staff feedback and staffing records showed staff received mandatory and developmental training, including training about learning disability and autism, to help meet people’s needs. They received supervision, observations and checks of competency and appraisals to carry out their role safely and effectively.

Staff assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.Staff told us personal protective equipment (PPE) and all cleaning materials needed were available. They confirmed they had received infection control training. People who used the service also received infection control, training in areas such as good handwashing practice. There was a good standard of hygiene around the building. People were supported to help clean their own apartments. A person commented, “I see to my own place, I know where everything is.”

Staff at the service made sure medicines and treatments were safe and met people’s needs, capacities and preferences. They involved people in planning, including when changes happened to people’s medicines. Staff ensured medicines were reviewed if people’s needs changed, and in line with ‘Stopping over medication of people with a learning disability and autistic people (STOMP). Records of regular medicines were well-maintained and followed national guidance including recording people’s allergies. Arrangements were in place to provide oversight and support some people with learning to manage their own medicines.