Helping Hands Ferndown

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.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Staff recorded and reported any accidents and incidents. The provider had systems to monitor and review these reports to ensure actions had been taken to keep people safe and to improve the quality and safety of the service. A staff member told us they are provided with, “up to date weekly reviews and updates on changes to care plans, customer's needs, preferences or circumstancesand with general periodic on-line training modules.”

Care was delivered safely and staff communicated effectively in practice; the recording processes was consistent with updates or changes in people’s needs and lessons learnt were 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. They made sure there was continuity of care, including when people moved between different services.

Initial assessments were completed to ensure the provider was able to meet people’s needs before they were accepted by the service. Care plans were then finalised and provided staff with clear guidance about people’s care and support needs.

Communication during changes in people’s health was strong, with staff escalating concerns appropriately, keeping relatives informed and contacting emergency services when needed.

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 and relatives told us they knew how to raise any issues and were confident they would be listened to.

Systems and processes were in place for recording and reporting any information of concern received by the provider. Staff were knowledgeable about safeguarding procedures and understood the actions they needed to take to ensure people were protected from abuse. Staff told us they would report any suspicions or concerns to the management team and escalate it further if they felt appropriate action had not been taken.

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 had personalised care plans that set out how to reduce risks linked to their medical conditions, health and care needs. This included guidance on managing catheter care and maintaining skin integrity. Staff demonstrated strong knowledge in supporting people to understand, manage and reduce these identified risks.

People told us they were actively involved in discussing their care needs and contributing to the development of plans to manage any risks. Risk assessments were regularly reviewed to ensure they remained accurate and reflected any changes in people’s circumstances.

People were encouraged to take positive risks and maintain their independence wherever it was safe to do so. For example, individuals were supported to access local community services independently when appropriate. Staff helped people use mobility equipment safely to support their independence.

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

During initial assessments leaders assessed risks in people’s environment and identified any equipment that was needed or in use. People’s care records contained information about identified risks and gave staff guidance on how to work safely in people’s homes. The environmental assessments were regularly reviewed alongside people’s care plans to support delivery of safe care. Staff were provided with training on any equipment in use.

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 told us they received support from a consistent staff team who generally arrived when they expected them to and stayed for the time agreed. A person told us, “The vast majority of the visits are on time, and we are fully notified if there are any issues which may affect us”

The provider had processes to ensure all safe recruitment checks had been completed prior to staff starting with the service. Recruitment checks included staff identity checks, references and Disclosure and Barring Service (DBS) checks. DBS checks provide information including details about convictions and cautions held on the Police National Computer. This helps providers make safe recruitment decisions.

Staff received training aligned to their responsibilities, and ongoing supervision and competency assessments ensured their skills, knowledge and practice remained up to date.

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 told us staff followed correct infection control practices, including wearing personal protective equipment such as gloves and aprons when providing care. Staff had received training in infection prevention and control and told us they understood how to promote good hygiene and minimise infection risks. The provider had developed infection control policies and procedures in line with best practice. Leaders also carried out observations of staff while they worked, to ensure they were following the relevant guidance. These measures helped reduce the risk of infections spreading.

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.

Care plans included detailed information about the medicines people were prescribed and the level of support they required from staff. When staff administered medicines, this was recorded on the person’s medicines administration record. Staff received training in medicines administration, and leaders regularly assessed their competence, with refresher training completed annually. Staff told us they were confident in administering medicines safely. A staff member explained, “I do administer and prompt medicines as specified and in accordance with people’s medicine chart and prescription. If any medicine error is discovered this must be reported to a senior member of staff or Branch Manager urgently. All details to be advised and documented in the customer's record and a Helping Hands Customer Notification completed.”

The provider had a comprehensive medicine’s policy outlining all procedures for the safe administration of medicines.