Lifeline Carers PVT 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 newly rated 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 culture of safety, based on openness and honesty. They sought external advice when encountering new concerns and lessons were learnt to continually identify and embed good practice.

Staff highlighted any concerns and recorded these on the electronic system. Managers played an active role in reviewing and acting on concerns promptly. The registered manager reviewed incidents to identify any themes to ensure changes or improvements could be made if required.

The provider worked with people, relatives and health and social care partners to maintain safe systems of care. They contacted external professionals for advice and support to keep people safe. They made sure there was a continuity of care when people moved between different services.

There were clear processes in place to initially assess people’s needs and to capture and share that information with staff when needed.

Staff understood people’s needs and understood the provider’s electronic records system.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff protected people’s right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. They did this by raising concerns. The provider shared concerns quickly and appropriately.

They followed up to ensure actions were taken to safeguard people in the longer term.

The provider had an up-to-date safeguarding policy which contained relevant information based on good practice and relevant legislation. Staff completed safeguarding training and knew how to raise concerns.

Staff worked with people to understand and manage all aspects of risks they might face. Staff provided care to meet people’s needs that was safe, supportive and respectful.

The registered manager conducted risk assessments for people and the service and reviewed them regularly. They recognised the need to improve the care planning documentation of these risks and demonstrated how they were working towards these improvements. A relative said, “The carers kept [person] as risk free as possible.”

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

The registered manager had a good working relationship with external providers and monitored compliance with health and safety checks such as fire safety. The provider worked with people to make sure any adjustments to the environment were made to meet their needs.

The provider made sure there were sufficient qualified, skilled and experienced staff to support people safely. A relative said, “I think normally 99% of the time the punctuality is right on the ball”.

Staff received effective support and supervision. They worked well together to provide efficient care that met people’s individual needs.

The provider used safe recruitment processes and checks such as Disclosure and Barring Service checks (DBS) and references. Staff completed relevant training, which the registered manager maintained oversight of.

The provider managed the risk of infection through sound environmental risk assessments and understanding people’s home environment.

Staff supported people to keep their property clean and tidy. Staff had access to protective gloves and aprons to use at required times. A relative said, “The hygiene standards of the carers both personal and domestic is ideal for the work they do. They wear all the PPE and gloves.”

The provider had policies and procedures in place to make sure that medicines were safe and met people’s needs and preferences. Staff competence was regularly assessed.

People were involved in planning of medicines, including when changes happened. Relatives had peace of mind that medicines were well managed. One told us, “The carers were good at administering medication for my relative.” Another said, “The carers were let down by the chemist, but they were pro-active and kept chasing the medication up.”