Reconnect Care Agency Nottingham

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. 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 service promoted a culture of openness, learning, and improvement. Incident forms were completed by staff, reviewed by management and actions taken where appropriate.

Staff said they felt comfortable raising issues and told us that incidents were discussed at team meetings and individually where appropriate. A staff member commented, “Overall, the message is clear: mistakes are addressed openly, respectfully, and with the intention of improving patient safety. That approach helps everyone feel confident to speak up and learn from each other.”

Staff had completed duty of candour training and a policy was in place. An incident reporting policy was also in place and accessible to staff.

People experienced safe care, with effective systems for managing risks and transitions.

A family member said, “It’s exactly what we want. When [relative] has needed 24-hour care, which they did after a hospital visit, they were only too happy to offer 24-hour care immediately. They were ready and waiting within eight hours.”

The registered manager told us that support plans were updated and training provided if people’s needs changed following discharge from hospital. Care records included information from hospitals to support these reviews.

People were protected from abuse, neglect, and discrimination. Staff had completed safeguarding training for both children and adults and safeguarding policies were in place.

People felt safe. A person said, “I have confidence in them. Definitely I feel safe with them, definitely.”

Staff understood their safeguarding responsibilities. They were able to describe the signs of abuse, including changes in behaviour and unexplained injuries. Staff could explain the actions they would take if they suspected abuse.

The provider worked with people to understand and manage risks.

Risk assessments and support plans were in place to manage risks. Staff completed training regarding the management of risks including pressure care, choking and moving and handling. Documentation was completed when people showed distress and these events were analysed to minimise the risk of reoccurrence.

Staff told us they used detailed risk assessments, support plans and handovers to help them understand each person’s needs. They described how they assessed and managed risks relating to mobility and nutrition. Staff said they always involved people as much as possible in decisions about their care.

The provider made sure equipment, facilities and technology supported the delivery of safe care. Appropriate arrangements were in place to manage emergencies. A business continuity plan was in place.

Health and safety policies were in place and staff completed health and safety training and fire safety training. Risk assessments and support plans contained guidance for staff on how to minimise environmental risks. Staff competency was assessed through observations which included the safe use of moving and handling equipment and checking for hazards in people’s homes.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development.

There were sufficient staff to meet people’s needs. Staff were safely recruited. Staff felt supported and received induction, training, appraisal and supervision.

People told us that there had been no missed visits and staff usually arrived on time. A person who used services said, “They are either on time, or early, but if they are late, it’s usually a bus issue and then only a few minutes late, and if they have come a little bit late, they will stay the extra time the other end. Sometimes they won’t leave until everything is done, even if they have done the hours I have paid them for.” A family member said, “They are incredibly reliable. They have to use public transport to get to the retirement blocks. From where they live to the retirement home it’s at least half an hour and there’s two buses and they are there on time every time. I don’t think they have been late at all. 100 per cent service.”

Staff told us there were enough staff and they were able to attend their calls on time. Staff consistently reported they received induction, training, supervision and appraisal. Training included safeguarding, medication and moving and handling.

Risks of infection were managed and controlled. Suitable equipment was in place to enable effective infection prevention and control (IPC). A range of IPC policies were in place. Staff observations by management included infection control practices.

People described good IPC practice. A person who used the service said, “They always put their gloves on. They will put on face masks if they have a cold. They do wash their hands.” A relative said, “They always put on their PPE [personal protective equipment], wash down and clean everything and wash their hands as well on every visit.”

Staff understood their responsibilities around IPC and described using appropriate personal protective equipment. Staff had completed IPC training.

Medicines were managed safely and effectively. Staff received training and their competency was assessed. Medicines policies were in place. Medicines were administered safely in line with support plans.

A person said, “[Staff] remind me to take [medicines] in the morning. I set my dosette box each week and I take them, and sometimes I will forget, and they will remind me when they visit.” A family member said, “They administer [family member’s] medication and [family member] sometimes declines it, and they put that in the notes. They do encourage [family member] to take the tablets. They put a medicated cream on every time. It’s just sometimes the tablets [family member] doesn’t want to take. No tablets are critical, not like antibiotics, and those were changed to liquid form. It’s always on time.”

Medicines audits were completed; medicines errors were investigated and lessons learned shared with staff.