24/7 Local Care

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.

Systems and processes were in place for reporting and recording, accidents, incidents and complaints. The manager maintained good oversight and shared lessons learnt with staff to improve the service. Staff feedback included, “We always talk about how we can improve” and “They [managers] always share learning. If we need to make improvements, we do.”

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.

Processes were in place to ensure people were safely transitioned into the service. Assessments were completed, prior to people being accepted, to ensure their needs could be safely met. Information was readily available for sharing with relevant health professionals when needed.

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 knew how to share concerns quickly and appropriately.

Systems and processes were in place to ensure people were safeguarded from the risk of abuse. Staff received safeguarding training and understood their role and responsibilities in protecting people. People told us they felt safe. One person told us, “I am safe. They [staff] provide safe care."

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’s risks were safely managed. Risk assessments and care plans were completed in collaboration with people and relatives. Comments included, “I am involving in care planning [my relative and I] both are” and “I’m involving in care planning. They ask me.” Staff made sure they were fully aware of people’s needs and risks prior to providing support. Feedback included, “Before [we] need to attend to support a person we can familiarise with them [care plans and risk assessments] so we know how to support people's needs” and “We always look at care plans and risk assessments. It’s important.”

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 completed risk assessments to identify and manage risks in people’s homes. Processes were in place to ensure any equipment required to support people was appropriately tested and maintained.

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.

Rotas were in place and staff were allocated to attend people’s homes and provide support. Staff told us they were given enough time to do this and fully meet people’s needs. People gave positive feedback about staff and the flexibility of care provision. Comments included, “Their flexibility is so good,” and “They are wonderful. They do more than they are asked” and “They always stay [for correct length of time]. Sometimes I have to tell them it's time to go.”

Safe recruitment processes were in place. New staff were appropriately inducted into their role. Staff felt supported by managers. They participated in training and regular supervision. Feedback included, “I’ve got training and everything I need to do the job” and “I got lots of training. I [gain] knowledge and progress.” Training records reflected high levels of compliance with courses the provider deemed mandatory. For example, safeguarding.

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.

The provider conducted competency assessments and observation checks to ensure staff had knowledge and were following safe infection control practices. Staff had access to Personal Protective Equipment (PPE).

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.

Medicines were managed safely. The provider maintained good oversight of medicines administration and recording. Staff received medicines training, and their competency was regularly checked.