Best Care Co

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 positive and open learning culture that supported continuous improvement and safe care.

Incidents, accidents and medicines errors were recorded on the electronic care system and reviewed by the registered manager, with lessons learnt discussed at monthly board meetings. For example, a medicines recording error was identified and used as a learning opportunity, with additional online training arranged for staff.

Staff described managers as transparent and supportive, and said they felt confident to report concerns and learn from feedback. One staff member told us managers were “very transparent and honest” and that guidance following an incident was supportive and helpful.

The provider had effective systems to ensure people experienced safe care when moving between services or when needs changed.

Assessments, care plans and risk assessments were held on an electronic care records system that provided alerts for overdue reviews and emerging risks.

The registered manager described how discharge planning was completed in partnership with families and professionals before people returned home from hospital, with care plans and risk assessments updated accordingly.

Continuity was promoted by matching carers to people and allowing new care staff to observe colleagues to support safe transitions, which relatives confirmed helped people feel reassured and safe during changes to care arrangements.

People were protected from abuse and avoidable harm because safeguarding systems were understood and used effectively.

All staff had completed safeguarding training and were able to clearly explain how they would recognise and report concerns.

The registered manager had appropriate safeguarding training and oversight, reviewed concerns through audits and care plan monitoring, and worked with local authority safeguarding teams when required.

Staff said they felt confident to raise concerns and knew managers would act. One staff member told us they would “record the details, factual only, and raise with a manager”.

People and their relatives were actively involved in identifying and managing risks while promoting independence.

Risk assessments and care plans were personalised and reviewed with people and, where appropriate, their representatives.

Relatives described being involved in care planning and said carers respected people’s choices and dignity. One relative told us carers were “very attentive” and felt “very confident in their care”.

Staff demonstrated a clear understanding of balancing safety with independence, supporting people to make daily choices and explaining risks in a respectful way.

The provider ensured people received care in safe environments appropriate to their needs.

Environmental risk assessments were completed for people’s homes and included clear guidance to reduce risks such as falls, for example, by ensuring essential items were placed within reach.

Equipment and adaptations were used appropriately, with guidance from health professionals where needed.

The office base was clean, organised and displayed relevant certification, including data security and registration certificates.

Training supported staff to deliver safe care in people’s homes such as food handling and hygiene, for example.

The provider had enough suitably skilled staff to deliver safe care, with effective recruitment, training and supervision arrangements.

Recruitment and supervision policies were in place, and up-to-date. Recruitment checks were completed in line with regulations.

Staff received regular one-to-one supervision, spot checks and competency assessments, including for medicines administration and, moving, and handling.

Staff consistently reported feeling well supported. One staff member told us, “I have worked at other agencies but have never experienced this level of support.”

The provider followed effective infection prevention and control practices to reduce the risk of infection.

Policies were in place and up to date, and staff had access to appropriate Personal Protective Equipment (PPE).

Staff confirmed they had the equipment they needed and said managers responded quickly when supplies needed replenishing. One staff member told us, “I have the PPE I need… it is usually re-stocked the same day.”

The provider also considered environmental sustainability, including the use of biodegradable gloves, while maintaining safety standards.

Medicines were managed safely and effectively to meet people’s needs.

The provider used an electronic medicines administration record system, supported by policies, training and competency checks before staff worked alone.

Medicines audits were completed regularly, and records reviewed demonstrated safe systems of oversight were in place. One error had been investigated and whilst it was confirmed the medicine was administered, learning from this identified a recording issue and this was addressed through training.

Staff demonstrated good understanding of medicines procedures and said they felt confident and supported when administering medicines. One staff member explained they had completed training and regular competency checks, which were reinforced during spot checks.