Linnet Mews

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.

The registered manager and provider demonstrated a strong commitment to a positive safety culture, responding to incidents in a way that carefully balanced risk management with the promotion of people’s independence. Their approach prioritised identifying and understanding the underlying causes of incidents and implementing proportionate, person-centred measures. These controls enabled individuals to continue participating in activities that mattered to them, while ensuring any associated risks were effectively managed. Lessons learned from incidents were shared across the staff team, and staff confirmed that communication was effective, with timely updates provided regarding any changes to people’s care plans. One visiting professional told us, “I stay in regular contact with the team. Because the person’s needs are complex, we have meetings every two weeks with all professionals involved. I am kept informed by phone or email if there is any incident or change in behaviour.”

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’s needs were carefully evaluated before they started using the service, ensuring that their care and support could be delivered safely and effectively. Information was gathered from the person, their family members, and any professionals involved in their care. This collaborative approach helped create smooth, well‑planned transitions into the service.

Transitions were personalised, considering each person’s preferences, established routines, and specific support needs. Staff reviewed and update information regularly, ensuring records remained accurate and reflective of people’s current needs, risks, and preferences.

This ongoing assessment process supported consistent, person‑centred care and ensured that support was adapted appropriately as peoples’ circumstances changed.

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.

People were safeguarded from abuse and preventable harm. They told us they felt the service was a safe place to live. One person said, “I do feel safe, the staff here support me and help me when im anxious or upset.” Another person told us, “I am safe and like living here.” Staff had undertaken safeguarding training and showed a strong understanding of how to identify and report any concerns. We observed robust systems in place to review and assess accidents and incidents, enabling learning to be identified and actions taken to minimise the risk of them happening again. Clear safeguarding information was displayed across the service, ensuring people, staff and visitors understood how to raise concerns and who to contact for support.

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 supported to safely manage their daily lives in a way that reflected their individual choices and preferences. Support plans clearly outlined each person’s goals and the assistance required to achieve them, with regular reviews carried out to ensure they continued to be appropriate and achievable. People were also supported by allocated keyworkers who met with them consistently to review progress, celebrate achievements, and identify any new goals they wished to pursue. This approach ensured people remained actively involved in shaping their support and progressing towards greater independence.

We observed staff working in partnership with people to build and maximise their independence at a pace that felt comfortable and empowering. Staff demonstrated a strong understanding of each person’s needs and how to provide positive, proactive support, particularly in relation to known risks. Where advice had been sought from external professionals, this was appropriately reflected within people’s support plans.

External professionals gave us positive feedback about how staff worked with people to support their needs and manage risks effectively. One told us, “Staff manage situations effectively using de-escalation techniques and take a proactive approach to maintaining safety. They work to ensure both team members and those receiving support feel safe, supported, and are given as much autonomy as possible, while appropriately considering risks and capacity.”

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

We saw that the service was clean and well cared for. Communal areas were comfortable and welcoming, while people’s private rooms or living spaces were personalised and reflected their individual preferences and interests. Regular health and safety checks were conducted throughout the premises. These audits helped the provider identify any potential concerns at an early stage and take swift action to address them, ensuring the environment remained safe for people, staff, and visitors.

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 staff reported that there were sufficient staffing levels to meet peoples’ needs. We observed that staff took a proactive approach in anticipating and responding to these needs. Each person had funding in place for, and received, a level of one-to-one support across a 24-hour period. Staffing arrangements were planned around this to ensure support was delivered consistently and in a timely manner. Staff were visible throughout the service and responded quickly when assistance was required.

Safe recruitment practices had been followed, ensuring staff were suitable for their roles. Staff spoke positively about the training they had received and described how the provider and registered manager supported and encouraged their ongoing development and learning. Regular competency checks were carried out to ensure staff performed their roles safely and in line with best practice.

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 incorporated infection prevention and control practices seamlessly into daily routines, ensuring the service remained welcoming and comfortable. Cleaning materials and Personal Protective Equipment (PPE) were readily available to staff when required. Detailed cleaning schedules were in place and clearly reflected in our observations throughout the home. Regular infection prevention and control audits were conducted, and any identified issues were promptly addressed with appropriate actions.

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 handled safely, stored securely, and administered by appropriately trained staff. Staff competency was supported through regular checks and direct observation. Stock levels matched recorded amounts, and medication administration records were routinely audited.