Ivy Homecare Services Limited

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 service registered on 31 May 2024. 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.

Concerns were comfortably raised by staff and they reported that they were listened to. The registered manager reviewed incidents, accidents and complaints and identified actions to reduce risks. The information was shared and discussed with staff through supervision and via an electronic chat system. Staff confirmed that where lessons have been learned following an investigation it was shared with them by senior staff.

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 received care from a small team of familiar staff, which supported continuity. A relative told us, “They listen to us. We feel involved in the care plan.” When needs changed, the registered manager reviewed care with people and relatives and liaised with external professionals.

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 understood their safeguarding responsibilities and told us they would report any concerns to the registered manager. They were able to describe different types of abuse and said they knew who to contact out of hours if immediate action was needed.

People said they felt safe with staff and trusted them. A person told us, “I always feel safe with the carers.” Records showed safeguarding information was available to staff. The registered manager understood their responsibility to notify appropriate agencies.

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 and relatives were involved in identifying risks and planning how staff should support them. Staff ensured people’s cultural and communication needs were understood, including matching staff who spoke the same language. A relative said, “It helps that staff speak the same language.” The registered manager reviewed risks when people’s needs changed.

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

Environmental risks in people’s homes were assessed at the start of care and when needs changed. Staff reported hazards to the office, and the registered manager took prompt action. Personal protective equipment (PPE) was available and used during personal care, and spot checks were used to monitor safe practice.

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 and relatives told us they usually received support from the same staff. They said staff arrived on time and stayed for the full duration of visits. A person told us, “Carers always arrive on time.”

The provider had a recruitment procedure which enabled them to identify suitable new staff. This included checks on employment history, right to work and criminal record. New staff completed an induction, shadowing an experience staff member and training with their knowledge being assessed. There were regular supervisions and team meetings. Staff told us they were supported by the registered manager

Relatives told us the staff who visited their family member had the appropriate skills and training to provide the required support.

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 and relatives told us staff used personal protective equipment (PPE) when they provided support with personal care. Staff confirmed they had access to PPE including gloves, aprons and hand hygiene supplies. The registered manager carried out spot checks to monitor safe practice.

Staff had completed infection prevention and control training and used PPE appropriately when supporting with personal care. Spot‑check forms showed Infection, Prevention and Control (IPC) practice was monitored.

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.

The service provides prompting support with medicines in line with people’s assessed needs; relatives were satisfied with this. The electronic record system records administration prompts and alerts when medicines are refused, with capacity and best‑interest considerations respected.