Vestra Homecare Hartlepool

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

This service scored 78 (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 strong proactive and positive culture of safety, based on openness and complete honesty. Staff actively listened to concerns about safety and thoroughly investigated and reported safety events. Lessons were always learnt to continually identify and embed good practice. The management team demonstrated an outstanding culture of learning and continuous improvement. Staff were encouraged to reflect on their practice and share lessons from incidents and feedback. The service had themed supervision sessions covering topics such as communication, pressure care, and supporting LGBTQ+ people. Staff described a culture where mistakes were used as learning opportunities, and improvements were made collaboratively. One carer said, “We have team meetings and supervisions around clients which allow care staff to have discussions and come up with suggestions and plans to continuously improve the way we care for people”. The provider also responded to feedback by introducing mental health walks and coffee mornings to support staff wellbeing.

Staff worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. People experienced safe and well-managed transitions between services. Care plans were developed before service commencement. Relatives and professionals praised the service for its responsiveness and person-centred approach. One professional described transition management as “secure and adaptable.” They said, “From the outset, our communication was open, transparent, and constructive. [Registered manager] consistently demonstrated a commitment to partnership working, and we maintained regular dialogue to address both successes and areas requiring improvement whether from the provider’s side or from Adult Social Care.”

Staff 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 had effective systems to identify and respond to safeguarding concerns. Staff understood their responsibilities and described safeguarding processes as prompt and supportive. People and relatives felt safe, and several carers shared examples of safeguarding alerts being raised and acted on quickly. One staff member said, “Any concerns I have raised have been dealt with the same day.”

Staff worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Risk assessments were in place and assisted staff to identify how to mitigate risks. People were involved in decisions about their care and risk management. Staff described how they worked with individuals and families to update care plans when needs changed. People confirmed they were asked about their preferences and felt listened to. One staff member said, “The voice of the service user is reflected in their care plans.”

The provider had detected and controlled potential risks in the care environment. The service supported people to live in safe and comfortable environments. Staff helped people improve their living conditions, including deep cleaning, decluttering, and sourcing essential items. One person said, “My home is cleaner, and the communication is much better.” Staff responded quickly to environmental risks, such as sourcing incontinence equipment and bedding for people at risk of incontinence. When staff reported concerns about hoist safety and space limitations the management team took action to address these issues.

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. Staffing levels met people’s needs, and most carers felt supported in their roles. People received care from regular staff, which helped build trust and continuity. Some staff reported being short of staff during peak times, which affected their ability to deliver care safely. One staff member said, “We are always ran off our feet.” Despite this, people and relatives consistently praised staff for their kindness and reliability. The management team had systems to monitor staffing pressures and made adjustments when needed. Recruitment practices were meeting requirements. The suitability of staff was checked not only at the pre-interview and interview stage but during the induction training and probation period. The team had developed robust training programme, which they consistently evaluated.

The service assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff followed infection control procedures and used personal protective equipment (PPE) appropriately. People confirmed that carers wore gloves and aprons and washed their hands regularly. Staff received training on infection prevention, and the service responded quickly to health concerns. One person said, “They wear their PPE and I feel safe.” However, a few carers raised concerns about being asked to work while unwell, which could pose a risk to people. The provider took steps to address these concerns, and overall, infection control was managed effectively.

Staff made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff who administered medicines had the appropriate training and competency checks. People received their medicines safely and as prescribed. Staff supported people with medication administration and used electronic systems to record and monitor medicines. One person said, “There have been no problems or mistakes with my tablets.” The service had a medication officer and worked closely with local pharmacies to ensure timely access to prescriptions.