Rest Assured Homecare Services

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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.

We did not look at Learning culture during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safe systems, pathways and transitions during this assessment. The score for this quality statement is based on the previous rating for Safe.

People and relatives told us they felt safe. One person using the service told us, “Staff always follow guidelines and are very observant. They are well trained and experienced.” Another person’s relative told us, “I know that the carers will meet all [my relative’s] care needs whilst I am away which allows me to rest and find peace knowing [they] will be cared for brilliantly.” Another person told us their relative, “Knows who is coming and always feels very safe in their care.”

Processes were in place to protect people from abuse and poor care. The provider had up to date safeguarding and whistleblowing policies which were always available to staff through an electronic system. Staff received training in safeguarding and had a good understanding of how to identify and respond to any concerns about people’s safety and welfare. One staff member told us, “I wouldn't hesitate in raising any concerns to management and I know they would take it very seriously, people's safety and wellbeing is always central to everything we do.” There had been no recent safeguarding concerns but the registered manager was able to demonstrate a good working knowledge of how they would report and monitor any future safeguarding concerns.

Staff provided care that was safe, supportive and enabled people to do the things that mattered to them. People described how staff supported them to make their lives and homes safer. Such as obtaining specialised equipment and advice from health professionals to help mitigate risks such as falls and pressure sores. One person told us, “They are responsive to my care needs and I feel safe in their care.” Another person said, “We are extremely happy with the wonderful carers. We would be up the creek without them. I can not fault them at all and we are grateful that we were referred to this company.”

Staff had access to risk assessments and care plans to support them to carry out their role safely. Risk assessments were reviewed with people and where complex needs were identified, specialist advice was sought to ensure a holistic approach to risk management. Risk assessments did not always reflect all the actions staff were taking to keep people safe. We discussed this with the registered manager who assured us they would review all risks assessments to ensure they were consistently comprehensive.

Staff developed positive relationships with people and worked with each individual to understand what being safe meant to them. Staff demonstrated a good understanding of people’s needs and how to safely manage individual risks. Staff were responsive to changes in people’s needs and communicated with other health and social care professionals to ensure a holistic approach to risk management. One relative told us, “The carers are very observant and alert me immediately of any concerns so I can contact the GP.”

The provider had safe processes in place to manage accidents. There had been no recent accidents however systems were in place to record and respond to any future incidents to ensure appropriate actions were taken to mitigate ongoing risk.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

People were supported by consistent staff who had the skills to deliver safe care and support. Comments people made included; “I am very happy with the carers, very much so. They arrive on time, stay to complete all tasks and have never missed a call,” “They are absolutely fantastic. I can’t fault them…there is consistency always,” and “[Staff are] well trained, consistent and reliable.”

Staff spoke positively about the induction, training and support they received. All staff received a good level of mandatory training which was refreshed each year and included key elements such as moving and handling and safeguarding. Records showed some staff had some training gaps. The provider had already identified this and had plans in place to address this.

Processes were in place to ensure staff were recruited safely and checks were completed to ensure new recruits were safe to work with vulnerable people. Staff received regular supervision and appraisals which we saw were effective in identifying learning and development needs and ensuring staff felt supported in their role.

Teamwork and communication was strong amongst the staff team. We heard several examples where staff had taken action to ensure people still received the support they needed such as during bad weather or sickness. Staff told us they felt valued and would recommend the service as a place to work and receive care. One staff member told us, “I would definitely recommend the service to others and I have done, staff are kind and caring and know what they are doing. We deliver good quality care to people and managers treat you well.”

Staffing rotas were well planned and ensured people received the support they needed. One staff member told us, “There is always enough flexibility on your run so that you can take your time with people and deal with any issues as they arise.”

We did not look at Infection prevention and control during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Medicines optimisation during this assessment. The score for this quality statement is based on the previous rating for Safe.