Naveed Medicare Ltd Hampshire

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. The provider had processes in place for staff to report incidents and near misses. These included reviewing and learning from incidents and adjusting people’s care accordingly to keep them safe. The registered manager told us, “All safety events are investigated and reported, and lessons learnt which we then use to evaluate our systems and look for trends.” Staff confirmed they would report any concerns to the office straight away and that prompt action would be taken to keep people safe.

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. This included completing a comprehensive initial assessment with the person and their representatives. This ensured information regarding all health and social care professionals involved in people’s care were up to date and routinely reviewed. A relative told us, “We did all of that (assessment of needs) with the owner, she came over and we did a full assessment of his needs. She is a really lovely woman; she goes over and beyond." When people required a hospital stay the service communicated with the hospital every week as part of their contract and coordinated people’s care to ensure safe discharge back home. This ensured staff would be aware of people’s changing needs before commencing their care visits. The registered manager told us, ‘‘For example, transport can cause a delay, so we communicate with them up to the time they get home so we are there ready for when they come home.’’

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. Staff and the registered manager knew how to recognise the signs and what to do if they suspected someone was at risk of abuse or neglect. The provider informed us of notifiable events as part of their registration and had taken learning from a recent incident that had not been notified in a timely manner. The provider had effective policies and procedures in place to promote people’s safety. These included procedures around handling people’s money and ensuring their safety was accounted for if they were not contactable at the time of planned care call times. Where appropriate people were supported to invest in key safes and encouraged to regularly change key safe numbers. This helped to promote their safety and security. People felt comfortable and safe using the service.

The provider worked with people to understand and manage risks. They considered risks to people as part of their assessment and care planning, which included personal care, moving and handling, social needs and health conditions. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Staff had a good understanding of risks related to people’s care and the actions needed to reduce these. This included managing risks around personal care, manual handling and skin integrity.

The provider had effective systems to reduce risks related to monitoring care remotely. This included, lone working policies, non-entry policies and electronic call monitoring, which helped assure senior staff people were safe as they were receiving their care visits as planned.

Professionals told us how they worked effectively with the service for people to remain safe which records confirmed. One professional told us, “My experience is that Naveed create robust risk assessments in relation to patient safety and took action to ensure the safety of this service user within her home.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. The provider carried out assessments of people’s home environments to identify and reduce any risks related to the delivery of care.

People had the equipment that they needed to support safe care and staff had a good understanding of how to use and maintain it. Where people were struggling to mobilise using existing equipment, staff reported concerns to professionals, for review to see if the use of alternative equipment may be required. The registered manager understood who to contact should they feel people may benefit from additional aids or equipment. Staff were trained and routinely observed when using equipment in people’s homes. This included making sure the equipment had been serviced and was safe, which helped to ensure it was used appropriately.

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. People told us they received support from consistent staff at the agreed times and staff were well trained and competent in their role.

Staff received training relevant to their role and systems were in place to promote their ongoing learning and development, including regular supervision, checks of their competency and shared learning through team meetings. The registered manager had a training matrix in place which evidenced most staff had completed all their statutory and mandatory training and competency assessments to ensure they were able to meet people's individual needs. This included training on learning disabilities and autism in line with latest legislation. Staff were recruited safely. One relative told us, “They (carers) arrive on time and they call me, even if they are running five minutes late just to let me know.”

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. People raised no concerns in relation to infection control. They told us staff wore appropriate personal protective equipment (PPE) whilst they were providing care. The provider had effective infection control policies and procedures in place. The service carried out spot checks on staff to ensure they were following correct infection control procedures and wearing PPE safely. Staff told us there were appropriate supplies of PPE available, which helped enable them to follow good hygiene practices in people’s homes.

The provider did not always make sure that medicines and treatments were safe and met people’s needs, capacities and preferences. The provider had policies and procedures in line with national guidance, to help ensure staff were following best practice when administering people’s medicine.

People’s medicines administration records showed people had received their routine medicines safely and staff had a good understanding of best practice in medicines administration. Staff had received training and had been assessed as competent to provide medicines safely to people in their homes. One relative told us, "They (carers) can meet his needs, absolutely. They (carers) watch him take them (medicines). I have no concerns.”

However, some improvements were needed for records to show good practice was followed when supporting people with their medicines. For example, for people prescribed as required medicines (PRN), records did not include the reason for giving the medicine, what the medicine was for and how it needed to be administered. Incomplete medicine records increased the risk of medicine errors occurring The registered manager took action during the inspection to address this shortfall.