Austen Allen Homecare - East Kent

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 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.

A learning culture was in place where incidents and concerns were identified and acted on.Issues such as call‑time concerns, recording errors and practice inconsistencies were identified and reviewed by managers, with learning shared through staff discussions and follow‑up actions, with expectations reinforced where needed. Staff reported incidents and recognised these as opportunities for learning. This reduced the risk of harm by ensuring concerns were identified early and acted on.

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.

Safe systems supported consistent care delivery and continuity of care. Care plans included clear escalation routes if something had gone wrong, particularly where care involved other professionals. Monitoring of visits, records of responses to call‑time concerns and care plans outlining responsibilities when care was shared with health services supported oversight of care delivery. People told us care visits were reliable, with no missed calls reported. They described staff arriving on time or being informed if delays occurred. This reduced the risk of missed or unsafe care during changes to visits or staffing.

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.

Arrangements were in place to protect people from abuse and avoidable harm. Staff understood safeguarding responsibilities and when concerns needed to be escalated. Safeguarding expectations were reinforced through supervision and observed practice. Records showed safeguarding concerns being discussed, with staff asked what action they would take and management providing oversight when issues were raised. Staff gave examples of acting immediately where concerns arose and identified indicators, such as neglect or unexplained concerns. This ensured people were protected from potential harm and abuse.

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.

People were involved in understanding and managing risks associated with their care. Risks were clearly described in care plans, with explanations provided and controls in place to balance safety with independence. Care planning was tailored to individual circumstances rather than using a standard approach. Staff encouraged people to take part in their care and explained risks clearly, supporting them to remain independent. This meant people were able to maintain choice and control while risks to their safety were reduced

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

Arrangements were in place to manage environmental risks effectively. Equipment used in people’s homes was monitored, with checks and servicing arrangements in place. Environmental risks were identified through care planning with clear guidance for staff. This reduced the risk of harm and ensured people were supported in a safe environment.

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.

Systems were in place to ensure staff were competent and supported to deliver safe care. Staff completed structured induction, received supervision and had practice observed through probation reviews and unannounced spot checks. Minor issues identified through observation, such as uniform or identification, were addressed promptly. For one complex area of care involving a delegated clinical task, staff had received appropriate training and had their competence assessed.

Staff received regular supervision and unannounced spot checks, with feedback provided to support improvement. They sought guidance when unsure and worked within their competence. This ensured staff were competent and supported to deliver safe and consistent care.

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.

Infection risks were managed through staff understanding and day‑to‑day practice. Observations by management recorded staff using personal protective equipment appropriately and following hygiene expectations. Care planning included guidance on managing skin integrity and infection risks where relevant. This reduced the risk of infection during care delivery. Feedback was positive, with one relative stating, “I do like that before they do anything for my [loved one], the carers wash their hands and put on gloves and aprons.”

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.

Arrangements were in place to support safe medicines use. Care plans clearly outlined responsibilities for medicines support, including where people managed their own medicines and where staff supported with topical treatments. Monitoring of medication records and supervision identified documentation themes, which were addressed through guidance and follow‑up. This reduced the risk of medicines errors and missed treatment.