One World Care

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 Care Quality Commission 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 were encouraged to raise concerns, and learning was shared to help improve practice.

People and their relatives did not raise any concerns about how accidents and incidents were managed.

Systems were in place to support people and staff to report safety concerns. Records held by the provider showed concerns and incidents were investigated and appropriate action was taken when required to improve safety and reduce the risk of reoccurrence.

The provider demonstrated a commitment to learning and improving the service. The manager described how safety events were reviewed and used as opportunities to identify learning and embed good practice.

Staff understood how to respond to and report accidents, incidents and falls and could clearly explain the processes they followed. The provider reviewed events that occurred and shared learning with staff through team meetings and ongoing communication to support continuous improvement.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored.

People who used services told us they felt involved in planning and reviewing their care and support. One person told us, "If I don't feel well, I would call them and they will get help for me."

There were processes in place to ensure people's needs were assessed and reviewed. People were involved in planning their care and support, and care records reflected their individual needs and preferences. The provider used an electronic care planning system which was updated when people's needs changed. Staff had access to this information, which helped them deliver care that was responsive to people's current needs.

The provider told us they completed people's initial visits in person, to meet people, to build rapport, understand their needs and ensure care could be delivered in line with their preferences. Once people's needs and routines had been established, care was transitioned to regular staff to promote consistency and continuity of care.

People's preferences were considered when allocating staff. For example, 1person had requested male care staff, and this preference had been accommodated. Staff demonstrated a good understanding of people's needs and preferences and used this knowledge to provide personalised care and support.

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 told us they felt safe with the staff who supported them and were confident to raise any concerns. One person said, "I feel very safe with them."

Staff demonstrated a good understanding of safeguarding and were able to explain how they would recognise and report concerns about abuse. For example, they knew how to escalate concerns both within the organisation and externally to the local authority safeguarding team and the Care Quality Commission (CQC).

Staff had completed safeguarding training and understood their responsibilities in protecting people from harm and abuse. The provider demonstrated an understanding of their safeguarding responsibilities and the importance of working with the local authority and other health and social care professionals to help keep people safe.

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 and their relatives were positive about how risks were managed. One person told us, "They transfer me safely, the way I prefer."

Staff were able to describe how they supported people to minimise risks while promoting their independence. For example, they understood how to safely use equipment to support people with moving and transferring.

Systems were in place to ensure care plans and risk assessments reflected people's current needs. Care plans and risk assessments were developed with people and, where appropriate, their relatives, and provided guidance for staff on how to support people safely. These covered areas such as mobility, eating and drinking, and other risks associated with people's care and support needs.

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

People and their relatives did not raise any concerns about how staff supported them to maintain a safe environment.

Processes were in place to identify and manage environmental risks within people's homes and surrounding environments. Staff demonstrated an understanding of environmental risks and were able to explain how they would act on potential hazards to help keep people safe. People had individual risk assessments which considered environmental risks relevant to their circumstances and provided guidance for staff on how to support them safely.

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 their relatives told us staff were reliable, arrived on time and had the skills and experience required to meet their needs. One person told us, "The staff arrive on time and stay as long as they should." Relatives told us staff were consistent and known to people using the service. One relative said, " They are regular and know [person's name] well, the staff are well trained and good at their jobs."

The provider took steps to ensure people received support from staff who were suitable to meet their individual needs and preferences. They told us they got to know staff well and considered their skills, experience and personal attributes when allocating them to people. This helped to ensure positive relationships were developed and people received consistent care from staff who understood their needs.

Staff told us they received an induction and ongoing training to support them in their roles. The provider also completed appropriate pre-employment checks to ensure staff were suitable to work in care. Records confirmed these checks had been completed before staff started working with people.

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.

People and their relatives did not raise any concerns about infection prevention and control. People told us staff consistently wore appropriate personal protective equipment (PPE) when providing care. One person said, "The staff wear PPE, aprons and gloves." A relative told us, "They keep [person's name] clean and leave my house tidy and clean."

Staff understood their responsibilities in preventing and controlling infection and could explain how they used PPE to reduce the risk of cross infection.

Staff told us they had access to sufficient supplies of PPE and had received infection prevention and control training. The provider carried out regular checks of staff practice and took action where required to ensure safe standards were maintained.

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.

People told us they received their medicines as prescribed and at the right time. Care records reflected the level of support people required with their medicines and provided staff with clear guidance on how to support them safely.

Medicines records were maintained on an electronic system, which enabled information to be updated promptly when changes occurred. The system does not allow staff to make entries and for the system to move forward if medicines had not been administered as expected, enabling the staff and provider to take timely action where required.

Staff received appropriate medicines training and had their competency assessed to ensure they could administer medicines safely. Staff were knowledgeable about their responsibilities and understood the importance of following safe medicines procedures.

The provider had systems and processes in place to monitor medicines management, including regular audits and checks. These helped identify any concerns and supported safe medicines administration. Policies and procedures were available to guide staff and reflected current best practice.