Mi Life Care Services Limited

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.

The registered manager carried out analysis and review of incidents, accidents and near misses to identify themes and patterns. Leaders prioritised people’s safety, learnt from specific incidents, accidents and risks at the service and from good practice updates. Staff described an open culture in which they could ask questions and mistakes and near misses were reflected on as a means of learning. For example, a medication error was used to clarify staff and family carer roles and responsibilities, and staff were supported with refresher training. Records showed and people told us staff worked collaboratively with external agencies to investigate and implement appropriate action. For instance, staff referred a person for assessment following a fall which resulted in new equipment to mitigate risks. This helped to protect people from the risk of repeated safety events.

The provider 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. They made sure there was always continuity of care, including when people moved between different services.

The provider worked well with people and partners to ensure internal systems supported safer care, with a focus on continuity and consistency. Staff worked well with external health and social care professionals to ensure people experienced the safest approach when people had to access different services and settings including hospital admissions. A person told us, “Once I had a fall. [Staff member] called the ambulance and stayed with me until they came to give them the information they needed.” Staff and the registered manager supported people and families to access additional support so they could stay safely at home for as long as possible. People and their relatives had a lot of confidence in staff knowing what to do to keep them safe. A person told us, “During the assessment, [Staff] had a long chat about what I would need, they checked the house to see if I needed any aids to help me remain at home.”

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 relatives told us, “Yes, I do feel safe. I have staff that always know what they are doing. I can trust them as they know how to handle my situation” and, “Very safe yes, staff really do look after [Name] and [Name] feels really safe.” The provider had an up-to-date safeguarding policy staff could access at any time. Staff received safeguarding training, were confident in raising concerns, and demonstrated a good knowledge of signs of abuse. A staff member told us, “If I felt someone were at risk, I would take immediate action to ensure the person's safety, follow the safeguarding policy, report my concerns to my manager or the on-call team straight away, and complete any required documentation. I understand the importance of reporting concerns promptly to protect people.” The provider raised safeguarding referrals when required and engaged with local authority teams to ensure they had been resolved.

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. The provider supported people to manage risks by completing thorough risk assessments in partnership with them, their families, and relevant health and social care professionals.

Risk assessments were detailed and personalised and regularly monitored, analysed and updated to ensure these remained effective and relevant. They included how staff should use equipment, people’s abilities and contingency planning. People and relatives told us they felt very safe with staff. A person told us, “I have various equipment including a hoist. Two staff always come and I am safe in the hoist because they know how to do it. If there is a new staff member, staff show them. They shadow regular staff and do training.” Staff demonstrated they understood the risks people faced and measures they needed to take to mitigate these. A staff member told us, “We follow care plans and risk assessments and keep an eye for any changes. For example, mood changes, bruising or marks or injuries and report this to the office or registered manager.”

The provider was 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 provider collaborated with equipment providers to identify, anticipate and address risks within the design of a person’s home, to support staff to deliver safe care. They worked closely with people and their relatives to ensure potential hazards were recognised early and managed thoroughly. Staff completed detailed assessments of each person’s home environment and supported individuals to reduce risks such as maintaining clear pathways to promote safe transfers, and mobility. Where people required specialist equipment, the provider worked in partnership with families and external suppliers to ensure individuals had the right equipment for safe transfers and daily living, and these were suitable for use within the home.

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 received care from a consistent team of staff who had completed training to meet their individual needs.

People and relatives told us, “One thing I really liked is that they tried to give me the same staff regularly. This helped a lot because the staff got to know me and what help I need,” “The staff consistently arrive on time, provide safe and attentive care, and have built a trusting relationship with my [family member].I can see them smiling when staff arrive” and “Staff are on time and will stay longer until [Name] settles in. There are no missed calls. Staff ask me if it’s ok to go when they have finished and will stay extra if we need it.” Staff training records showed staff undertook regular training to keep their knowledge up to date and received regular supervision to enable them to provide safe care. Staff told us, “I would rate my induction training highly. It was informative and well organised. The mandatory training and regular refresher courses have provided me with the knowledge and confidence to carry out my role safely and effectively” and “My training was very good. [Registered manager] did all of my training and anything we didn’t understand they would explain and give examples. They made the training a good experience and we all enjoyed it a lot and got good knowledge on the company and how to be safe and give our best to the clients. We all learnt so much from the training.” The provider ensured staff recruited were safe and suitable to work in the service, including the use of the Disclosure and Barring System (DBS) prior to commencing 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 had undertaken infection prevention and control training and were provided with personal protective equipment (PPE). People and relatives told us staff followed good hygiene practices. They told us, “Staff will always wearthat gets disposed of properly; they keep the house and [Name] clean” and “Staff wear gloves and use handwash.” The management team undertook spot checks to ensure staff followed safe working practices to protect people from the risk of infections.

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.

Staff knew people’s medicines needs well. A person told us, “I know what medicines I take, and the staff help me by giving it to me so I can take them.” A relative told us, “The medicines are in a dosset box and the staff have a list of what [Name] takes. They give it to [Name] and record it.” Protocols were in place for people on ‘when required’ medicines, with clear instructions for staff. The provider acted in line with STOMP, which stands for Stopping the Over Medication of People with learning disabilities, autism or both. This is a national NHS project focused on reducing the inappropriate use of medicines. Staff received regular competency checks of their medicines practice to make sure they were safe and confident. Medicines records were electronic and regularly audited, with any errors acted on promptly.