Hillingdon

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 good. At this assessment, the rating has remained 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.

There was a learning culture. Staff reported all accidents, incidents and adverse events. Managers investigated these and took action to make improvements. Actions included updating care records, making referrals to other professionals, updating guidance and retraining staff. Staff told us incidents were discussed during meetings, and they were able to learn from these.

The provider apologised when things went wrong and made sure people and their relatives were involved in making changes when these were needed.

Managers reported all incidents to the local authority and worked with them to ensure improvements were made.

Staff explained the processes for reporting incidents and demonstrated a good awareness of keeping people safe. People and their relatives told us they were happy with the way the agency had responded following falls or other incidents.

The provider supported people to have safe transitions between services. Managers carried out thorough assessments, asking people and their relatives for their views. The registered manager explained they only accepted care packages when they had the resources and skills to meet people’s needs.

Staff worked closely with other care professionals to discuss people’s care. This helped to ensure joined up care and support. Staff knew people well and were quick to identify changes in people’s needs. They liaised with other professionals to ensure people had support with the right equipment when their needs changed.

People told us they had the right support when they accessed other services. For example, during hospital admissions and discharges.

There were systems to help safeguard people from the risk of abuse. Staff undertook training and understood how to recognise and report abuse. The provider investigated concerns and worked with the local authority to help protect people from avoidable harm. People and their relatives told us they felt safe with the service. People explained they had information about who they needed to contact if they had safeguarding concerns.

There were systems to help assess and plan for risks. Managers met with people using the service and relatives to assess their needs. As part of these assessments, they discussed potential risks. People were supported to make informed choices and take risks. Managers helped to create plans to keep people safe and ensure staff understood their needs. Risk assessments and plans were regularly reviewed. Staff undertook training to understand how to support people to move and how to eat and drink in a safe way.

People told us risks were well managed. A person commented, “Staff are confident and they are gentle when they are moving me.”

The provider helped to ensure people were cared for in safe environments. Managers assessed people’s home environments. When they identified risk, they liaised with the person, their relatives and others to make sure these could be mitigated. For example, they supported 1 person to get in touch with the housing association and an electrician when they identified poor lighting in their kitchen. Staff made timely referrals for additional equipment when they identified people needed this to stay safe at home.

Staff were alert to risks when they visited people’s homes. During a visit to a person’s home, staff identified a smell which could have been gas. They followed emergency procedures to make the building safe and alert the local fire brigade.

There were enough staff to meet people’s needs and keep them safe. People told us they were cared for by the same regular staff. They said staff arrived on time and stayed the right amount of time. People felt staff were well matched to meet their needs. Their comments included, “The carers are reliable and supportive, and they take the time to understand individual needs and preferences”, “They arrive on time and always let us know when they are running late” and “We have the same regular carers.”

The provider used an electronic monitoring system to ensure staff arrived on time. This alerted managers when staff were late or if they did not arrive.

There were recruitment systems which helped check the suitability of staff. These included a range of checks on their identity, eligibility to work in the United Kingdom, references from previous employers, any criminal records and their knowledge, skills and experience.

New staff completed inductions, which included training and further tests of their competencies. All staff accessed regular training, supervision and support.

There were systems to help prevent and control infection. Staff undertook training to understand about good infection control. They told us they had ample supplies of personal protective equipment (PPE). Managers carried out spot checks to observe staff. As part of these checks, they assessed staff compliance with infection prevention and control procedures. People told us staff followed good hygiene practices and always washed their hands. A person commented, “Staff always wear gloves and aprons. They always look clean and tidy.”

People received their medicines safely and as prescribed. Staff completed training to understand how to manage medicines in a safe way. Managers assessed their skills and knowledge. Staff kept accurate records to show when they had supported people with medicines. The provider audited these and responded to any concerns or discrepancies.

People told us they were happy with support with their medicines. Comments from people and their relatives included, “[Person] needs to take [their] medicines at a specific time. Care is arranged around this”, “Staff make sure I take my tablets” and “The carers record everything they do with medicines. We feel this is safe.”

Managers told us they had supported people and relatives to request reviews of their medicines from GPs when they identified changes in their needs.