Monarch Home Care 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 requires improvement. At this assessment the rating has changed to 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.

Lessons were learnt to continually identify and embed good practice.

There were systems in place to ensure lessons were learnt and improvements made to the service, as part of the audits introduced a lessons learnt log was completed and reviewed. This identified how things could be done differently or if any trends were occurring. We saw this information was shared with staff.

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

People and relatives confirmed to us they felt involved with this process. A relative told us, “We were involved with the review, myself and my brother. It’s available at my relations home and I have a copy of it as well.”

There were processes in place to ensure people’s needs were assessed before they started using the service. Comprehensive assessments were completed as part of this process, which were face to face. We saw care plans and risk assessments were developed based on this assessment. Staff confirmed they were aware of people’s assessed needs and reviewed this information to ensure they delivered care in line with this.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that.

People felt safe being supported by staff. People understood how to raise concerns about their safety if needed.

There were systems in place to ensure safeguarding concerns were identified, reviewed and investigated, when needed. Staff told us they had received training in this area and records we viewed confirmed this. They were aware what action they should take if there were concerns. One staff member said, “I would let the office know if I suspected any abuse. I am confident they would act and follow the right processes.”

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 happy with how their risks were managed and raised no concerns. One person told us, “We have a routine, and I know what she does. She knows me and it works very well”.

Care and records were reviewed, this was completed with people, regularly or when changes had occurred. There was a system in place to ensure people had care plans and risk assessments that were reflective of their assessed up to date needs.

The provider detected and controlled potential risks in people’s home environments.

People had individual risk assessments in place that related to their environment. This covered any risks staff may face in people’s homes. This information was available for staff, so they were aware of any risks that maybe present. Staff confirmed they had seen these plans and were aware of any risks.

The provider had systems in place to ensure there were enough staff available to support people.

People and relatives were happy with how their call times were staffed. One person told us, “Obviously because there’s two of them it can be a little bit after, but they always let us know if it’s going to be a little later. Most of the time they are on time.” A relative said, “She has 2 main carers that come, and she has got to know them quite well and she trusts them.”

There were systems in place to ensure people received care at the right time, for the correct duration, by the right number of staff.

Staff had received training to ensure they had the relevant knowledge and skills to support people. Staff spoke positively about the training they received. One staff member said, “We have training, its good quality, the face to face is better as we learn more and its more realistic.”

Staff had received the relevant pre-employment checks before they could start working with people to ensure they were safe to do so.

The provider assessed and managed the risk of infection.

People and relatives told us staff wore Personal Protective Equipment (PPE). One person told us, “Gloves and aprons they have always got on.”

Staff confirmed PPE was available, and they had received training in this area. One staff member told us, “Always adequate stock, which is accessed from the office. PPE is used for personal care, medicines and cleaning and disposed of in peoples outside bins”. There were processes in place to ensure staff protected people from the risk of cross infection.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.

People were happy with how they received their medicines. One relative said, “It comes in a blister box. The tablets are put in an egg cup and given to my relation and every morning they see my relation take it.

People received their medicines as prescribed. When people had ‘as required’ medicines there was guidance in place for staff to follow. Staff administering medicines had received training and their competency was checked to ensure they were safe to administer these to people.