Archived: Triple M Healthcare Ltd

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 72 (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. Although there had not been any accidents or incidents there was a process in place to ensure safety events such as accidents and incidents would be recorded, investigated and reported with actions taken to mitigate against recurrence. The registered manager understood their responsibilities under the duty of candour which require providers to be open and honest following any safety incidents.

The provider worked with people, health and social care partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. Systems were in place to ensure continuity of care when people commenced a care service and there was involvement of the person, family members and external health or social care professionals. In person assessments were completed by the registered manager or care coordinator and followed a comprehensive formal assessment process. This helped ensure people’s needs were known and could be met prior to the commencement of a care service for a new person.

The provider worked with people and health and social care 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 registered manager shared concerns quickly and appropriately. People and family members said they felt safe when receiving care.

The registered manager, care coordinator and staff understood their responsibilities to identify and report any safeguarding concerns. A staff member said, “Any concerns I would document and report to the manager. I know how to contact the local safeguarding team if I needed to.”

The registered manager understood the processes they should follow if a person they supported was under constant care and control and lacked the mental capacity to consent to their care.

The provider supported people in managing risks with a holistic approach. Staff delivered safe, supportive care tailored to individual needs. Risk assessments were completed after initial evaluation and updated regularly or as needed. Care staff had access to these assessments and consulted the office when unsure. They understood each person's risks and management strategies; for example, one staff member explained, “We check how much food someone puts in their mouth to reduce choking risk and have been trained for such situations.”

The provider identified and managed potential risks within the care environment, ensuring that equipment, facilities, and technology supported safe care delivery. Comprehensive risk assessments related to each person’s home were completed before starting the service. While assessments included checks for smoke and carbon monoxide detectors, they sometimes omitted details about who was responsible for regularly verifying these devices were operational. The registered manager agreed to include this information in the care plans. They also knew how to obtain specialised equipment if needed, and staff confirmed they had received training to use all equipment safely.

The provider ensured there were enough qualified and experienced staff, who received proper support, supervision, and opportunities for development. Staff collaborated effectively to deliver safe care tailored to each person's needs.

Records showed that most required checks had been completed. The registered manager committed to obtaining a complete employment history and evidence of good conduct in previous roles involving vulnerable people for staff where this was not in place.

Feedback from people, family members, and visit records confirmed that staff stayed for the entire duration of their calls and completed all necessary tasks. One family member shared, “After [person] fell, the manager promptly arranged additional support within hours and made sure the same carer provided continuity.”

Training was up to date and comprehensive, covering all essential topics. Staff spoke positively about their training experiences, noting that it was helpful and that they completed shadow shifts before working independently.

The provider effectively assessed, managed, and controlled infection risks, promptly notifying relevant agencies when needed. Staff were trained in infection prevention, control, and food hygiene. Both management and care staff knew how to respond to specific infection concerns. People and family members confirmed Personal Protective Equipment (PPE) was used appropriately. A staff member stated, “We use PPE for bathing and to prevent infection, changing it each time and our clothes daily.”

The provider ensured that medicines and treatments were administered safely and tailored to individuals’ needs, capacities, and preferences. Medications were administered by staff members who had completed relevant training and demonstrated competency through assessment. Care plans contained comprehensive information regarding each prescribed medication, specifying its purpose and listing common side effects. Medication administration records confirmed that medicines were given as prescribed, with established procedures in place to address and document any discrepancies.

People expressed satisfaction with the management of their medications. One family member reported, “The carers collect [person’s] medication from the pharmacy. They administer the medication and apply creams as required.” A person receiving care commented, “The care staff place my tablets in a pot before giving them to me, and they apply cream to my ankles.”