DIVERSITY HEALTH AND SOCIAL CARE 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. At our last assessment we rated this key question required improvement. At this assessment the rating had changed to good. This meant people were safe and protected from avoidable harm.

This service scored 72 (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.

Staff told us ‘They investigate well. For example, after a recent accident, I called paramedics and informed the office. My manager later called me back to provide feedback.

The local authority told us the provider does sort things out and learns from past incidents.

Staff told us they hold meetings for incidents and learning, and these are shared via the app PASS.

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 who use the service told us the service worked with people and partners to establish and maintain safe systems of care. Managers produced care plans working with the hospital and social worker. One person said, “I’m not too sure about all the details, but I’m happy with the plan. Everything is working okay with the two carers that come.”

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.

The local authority told us the provider submitted safeguarding alerts appropriately and they learned from any incidents.

A member of staff told us, "I feel very confident reporting safeguarding concerns. I contact the office, and if it’s serious, emergency services too. I know when to inform the council or the CQC. I completed both induction and refresher safeguarding training, and I use what I learned every day.”

The provider did not always work well with people to understand and manage risks. Staff did not always provide care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

People who use the service told us they were not always included in their care planning. However the provider told us they carried out care planning within 48 hours of receipt of a care package with the person, family or their power of attorney.

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

Staff told us they checked equipment and the environment to ensure they were safe for the people who use the service. Zimmer frames, walking sticks and rollators were kept in a safe space.

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.

The provider carried out unannounced spot checks conducted on staff to ensure the quality of care delivered.

People who use the service told us they felt rushed, electronic call monitoring(ECM) data showed 87% of calls were delivered within 15 mins however,1% were more than 45 minutes late. The provider told us while 87% of calls are within 15 minutes of the scheduled time, they were addressing the 1% that exceed 45 minutes. These were often due to emergency concerns and transport issues.

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.

Staff told us they used personal protective equipment (PPE) supplied by the provider, practised hand hygiene and disposal processes were reinforced. Staff told us they had annual refresher training for infection prevention and control.

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. Spot checks were undertaken by the provider to assess staff competency.

Staff followed national guidance called ‘right person, right dose, right time’.

The provider told us they use PASS software app which is a digital care management platform designed to enhance the efficiency and safety of care delivery, that helps to monitor medication administration and any missed doses.

The provider told us the monthly medicines administration records (MAR) audits are completed by the ECM officer. Any identified missed doses were investigated and measures put in place to avoid recurrence.