Care Quality Services Sutton

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. 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. Safety concerns were reported in line with a clear policy and procedure. Staff reported safety concerns and investigations were conducted. Records indicated that appropriate follow- up actions were taken in response to incidents.

Lessons were learnt to identify and embed good practice. This was communicated to staff through 1:1 discussions, team meetings and training sessions.

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. Records demonstrated a clear exchange of information where people were discharged from hospital. Communications were ongoing and relevant information was quickly obtained and incorporated into plans of people’s care.

The provider ensured people were safe from the risk of abuse and acted appropriately where issues were identified. People told us they felt safe in the presence of staff and trusted them. One person told us “They’re very good. I feel very safe with them.”

Staff received training to keep people safe from the risk of abuse and knew what to do in the event of a safeguarding concern.

The provider had clear safeguarding and whistleblowing policies in place. Safeguarding concerns were shared with appropriate agencies when needed.

The provider worked with people to understand and manage risks to keep people safe. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. People had care plans and risk assessments in place that covered different areas of people’s needs and the risks associated with these. Risk assessments were personalised and included clear instructions for staff in how to support people to manage risks to their health and safety.

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 risk assessments were in place to ensure people’s living environments were safe and free from hazards. Where issues were identified, plans were in place to rectify these. Where people needed equipment, for example, for their moving and handling needs, these were checked for their safety and staff conducted safety checks before each use.

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. There were enough staff to support people. People told us staff were available to meet their needs. One person told us “They always show up on time and when they’re supposed to.”

Records showed that staff were subject to pre- employment checks before they started working with the provider. These included people’s right to work in the UK and Disclosure and Barring Service (DBS) checks. DBS checks help employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable individuals.

Staff were subject to an induction programme, which included a period of shadowing staff and completion of the Care Certificate. The Care Certificate isa set of 15 standards that define the foundational knowledge, skills, and behaviours for health and social care support workers in the UK.

Staff received the support they needed to do their roles well. This included annual training and appraisals as well as quarterly supervisions. Staff told us they felt well supported. One care worker told us “I get enough training, particularly for the complex clients I’m dealing with. If I needed further training I’m confident I would get this.”

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and had a clear policy and procedure in place. Care plans included instructions for staff in maintaining good hygiene. Staff had a good understanding of their responsibilities to keep people free from the risk of infection and received annual training. People told us staff had good hygiene practices. One person told us “They always leave the place clean and tidy.”

The provider ensured people’s medicines were administered safely. Staff worked with healthcare professionals to ensure their role was clear and medicines were in stock as required. The provider had a clear policy and procedure in place which set out their role and responsibilities. Staff kept accurate records of people’s medicines administration and were trained on an annual basis to safely administer people’s medicines. The provider conducted audits to ensure procedures were being followed safely.