OneCare Southampton Head Office

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 newly registered service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 69 (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 promoted a proactive and positive culture of safety based on openness and honesty. Staff listened to concerns about safety, investigated incidents, and reported safety events. They identified lessons learned and embedded good practice to support continuous improvement.

The registered manager implemented clear processes for staff to report incidents and near misses. They reviewed incidents, identified learning, and adjusted people’s care to keep them safe. The registered manager told us they analysed incidents to identify patterns, determine whether events were one-off or avoidable, and implement actions to reduce risk. They shared learning with staff and provided additional training where needed to maintain safety. Staff confirmed they would report any concerns to the office immediately and that the management team would take prompt action to keep people safe.

The provider worked with people and healthcare partners to establish and maintain safe systems of care and monitored safety effectively. They ensured continuity of care, including when people moved between services.

The provider supported people to transition into the service, including from hospital, and maintained regular contact with health professionals to support their safe return home. Staff completed an initial assessment with each person and, where appropriate, their representatives to identify needs and risks. The registered manager told us they maintained regular communication with hospital staff to confirm when people were ready for discharge and to ensure they returned home safely with the appropriate support in place.

The provider worked with people and healthcare partners to understand what being safe meant to them and how best to achieve this. Staff focused on improving people’s lives while protecting their right to live safely, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. People told us they felt safe using the service. Staff and the registered manager understood how to recognise signs of abuse and knew how to respond if they suspected someone was at risk of abuse or neglect.

The provider shared safeguarding concerns promptly and appropriately. One professional told us, “I have consistently found the service to be well prepared for safeguarding meetings, demonstrating a thorough knowledge of the individuals they support. Their contributions are detailed, reflective, and clearly focused on achieving safe and positive outcomes.”

The provider worked with people to understand and manage risks using a holistic approach. Staff delivered care that was safe and supportive, enabling people to do what mattered to them.

Staff carried out assessments to identify risks to people and to the staff who supported them. These assessments covered areas such as personal care and moving and handling support. One professional told us, “The service takes a balanced and proportionate approach to risk, and I have observed that they are not overly risk averse. Instead, they work in a person-centred way, supporting individuals to maintain independence and make choices while ensuring appropriate safeguards are in place.”

Care plans included clear and detailed guidance to support staff in managing people’s medical conditions and any equipment used in their care.

The provider identified and controlled risks within the care environment and ensured equipment, facilities and technology supported the delivery of safe care.

People had access to the equipment they needed, and staff demonstrated a good understanding of how to use and maintain it safely. When people experienced difficulties mobilising with their existing equipment, staff promptly raised concerns with relevant professionals to request a review and consider alternative options. The registered manager understood referral pathways and contacted appropriate services when people required additional aids or equipment.

The provider ensured staff received training and conducted routine observations of staff using equipment in people’s homes. Staff checked equipment had been serviced and remained safe to use, which supported its appropriate and effective use. The service also carried out additional safety checks, including monitoring smoke alarms, and worked in partnership with the local fire service when required to promote safety in people’s homes. The provider implemented policies and systems that reduced risks and supported the safe monitoring of care.

The provider did not always ensure there were enough qualified, skilled and experienced staff. However, staff received effective support, supervision and development and worked well together to provide safe care that met people’s individual needs.

The provider generally followed safe recruitment practices. However, records for 2 staff did not fully explore gaps in employment. Where references had not been obtained, risk assessments were not always robust. The registered manager was aware of these concerns following an external recruitment audit and had started to implement improvements to ensure staff records met regulatory requirements. At the time of inspection, further work was needed to make these improvements.

The provider ensured staff received training relevant to their roles and supported their ongoing learning and development. This included regular supervision, competency checks and shared learning through team meetings. The registered manager maintained a training matrix, which showed most staff had completed their mandatory training and competency assessments to support them in meeting people’s individual needs. This included training in learning disabilities and autism in line with current legislation.

The provider assessed and managed infection risks effectively. They identified and controlled potential risks and shared concerns promptly with appropriate agencies.

People told us they had no concerns about infection control and confirmed staff used appropriate personal protective equipment (PPE) when providing care. The provider implemented effective infection prevention and control policies and procedures. The service carried out audits and spot checks to ensure staff followed correct infection control practices and used PPE safely.

The provider did not always ensure medicines and treatments were managed safely in line with people’s needs, capacity and preferences. Staff did not always involve people in planning their medicines support.

People told us they were satisfied with the support they received with their medicines, and staff managed most medicines safely. However, the provider’s electronic system did not always ensure the required 4-hour interval between doses for 1 person, to ensure their safety. The person had not come to harm and no overdose had occurred. Following this, the registered manager acted and worked with the software supplier to make improvements to prevent reoccurrence. They also introduced additional checks to maintain people’s safety.

The provider implemented policies and procedures in line with national guidance to support staff in following best practice. Care plans included clear information about the support people needed to manage their medicines and reflected their individual requirements. Staff demonstrated a good understanding of safe medicines management. The provider ensured staff received appropriate training and assessed their competency to administer medicines safely. Systems were in place to update training and review staff competency as required.