Dependable Care for You Ltd

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• 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 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.

Systems and processes were in place to learn from incidents, to prevent reoccurrence and

promote safety. One person told us, “I did raise a small concern once, nothing major. It was sorted out. [Manager] messaged me back and dealt with it straight away.”

Staff told us there was a positive culture and openness to investigating concerns. Care workers told us they were given feedback both individually and as a team collectively regarding learning from incidents. One staff member said, “Incidents are reviewed, and we [staff] are all informed especially if changes to anything are made.”

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. One relative told us, “[Name] was in hospital, and it was decided they needed 24/7 care. The manager came to see us and did an assessment and the care started quickly. It all went very smoothly.”

People’s care records accurately reflected their needs and provided sufficient guidance to staff to support them safely. Prior to people receiving care their needs were assessed face to face by the provider to ensure they could be met safely. Information was gathered from, people, their relatives, and any healthcare agencies where relevant.

People received care and support from a consistent staff team who knew them well which supported good continuity of care. One staff member said, “Yes, people received their support from the same carers most of the time. We know the people we support well.”

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 told us the service was safe, and they felt safe with the staff. One person said, “They [staff] treat me well. They talk and listen to me.” One relative said, “Staff treat my [name] like they were their own grandparents and put them first.”

Staff told us they had received safeguarding training and knew the safeguarding policy and procedure. Staff understood their responsibilities and spoke confidently about keeping people safe from abuse and avoidable harm. They all told us they felt confident the provider would act on concerns raised and told us confidently about the processes in place to protect people.

The registered manager knew their responsibilities of reporting safeguarding matters to external agencies and working openly and collaboratively with them throughout any investigation.

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 worked well with people and their relatives to understand, assess and manage any known or identified risks to their health and well-being. Staff provided care to meet people’s needs in a safe and supportive way enabling them to live their lives as safely and independently as possible.

Staff confirmed they were provided with accurate and reflective care plans and risk assessments for peoples that supported them to deliver safe care. One staff member said, “Client’s information held within care plans and risk assessments are good and all this is inputted on a secure electronic system. People also have copies of care plan and risk assessments in their homes. They are reflective of people’s needs and are updated when things change.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

Possible risks related to people’s home environment were assessed and recorded in people’s care records to ensure the safety of people and staff were considered. These included smoke and carbon monoxide detectors, security of the home and potential trip hazards to compliment delivery of safe care by staff. One relative told us, “Staff always make sure [name] home and environment are safe. They have the training to use hoists.” One person told us, “The carers always make sure my zimmer frame and walking stick are nearby when they leave.”

A 24/7 out of office hours procedure was in place for staff, people and relatives so managers could always be contacted for support. All the people we spoke with confirmed this was in place and those that had used it said they were always able to contact managers.

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. The providers recruitment policy was followed, and staff were recruited safely so that as far as possible, only suitable staff with the right skills and experience were employed.

People told us staff arrived on time and stayed for the length of time agreed and carried out everything they should do. No person said any call had been missed. One relative told us, “The majority of the time they are on time, they have never not turned up and they stay for the duration and complete everything they should.”

The provider used an effective scheduling system to plan and monitor care visits. This recorded carers actual start and visit times to ensure they were adhered to, and people received their care as planned. The system promoted continuity of care by monitoring staff deployment.

Staff were suitably trained and experienced to deliver safe care. A range of eLearning and face to face training was undertaken by all staff. The providers office also included a practical training area to train staff on specific areas including manual handling. Training matrices confirmed staff training was in date. Staff told us they felt appropriately trained. They were complimentary of the training package offered by the provider.

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. Staff and people told us they wore Personal Protective Equipment (PPE) such as gloves, aprons or shoe covers. One relative said, “Yes, they wear gloves and aprons. The main carer keeps the home clean and tidy. They mop and clean the bathroom and tidy the bedroom. Never any smells in the house. One staff member told us, “We always have plenty of PPE and I always wear it. I have never seen any other carer I have worked with not wear it.”

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 had been trained and had their competencies reviewed in the safe delivery of medicines to ensure safe practices were always followed.

We reviewed 2 people’s medicines records and found them to be completed correctly. Body maps were in place for where creams should be applied to people’s skin to by carers. One family member said, “They are good at doing body maps. They know which creams to use and when.” Another said, “The carers deal with medication. No issues. They get the medication when they are supposed to.”

Staff confirmed our findings. Two staff members told us their training was in date, and they received refresher training. Our review of associated records confirmed this