Pacific and Gold Healthcare Teeside

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 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. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. Incidents, safeguarding concerns and complaints were logged and investigated, with action taken to address any concerns. Learning was identified and shared to help improve people’s care, including prompts for staff and changing call times to ensure issues were not repeated.

The provider worked with people and healthcare 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. People were assessed prior to receiving care, to check the service could meet their needs effectively.

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 felt the service was safe. A person said, “Yes, I feel safe, they help me out.” Staff had completed safeguarding training and felt confident to raise safeguarding concerns.

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. Where potential risks to people’s health and wellbeing were identified, these had been assessed and measures documented to keep people safe. Risk assessments were individualised to each person and were reviewed regularly to ensure they reflected their current needs.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Peoples’ living environments were assessed as part of the pre-assessment process. This was used to identify and manage potential risks to people and staff.

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

The provider’s recruitment processes had shortfalls, including unexplained gaps in some staff members’ employment histories, missing information and no interview records. The registered manager immediately strengthened audit checks to identify and resolve quickly any future shortfalls.

People received care from a consistent and reliable staff team. They said staff usually arrived on-time and would let them know if they were running late. A relative commented, “They are usually on time, sometimes they are a little early. They will stay if there is something to do, they are flexible.”

Staff were well supported and received the training they needed for their role. A staff member said, “Staff are supported through effective leadership, regular supervision, training, and open
communication.”
 

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 completed training in infection prevention and control (IPC) and were provided with the personal protective equipment (PPE) they needed.

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. People and relatives confirmed medicines were given on time. A relative said, “They support [family member] with medication. They let them know what they are giving them. They do it with dignity and respect.” Staff had completed medicines management training and had their competency assessed prior to giving people medicines.