Right at Home Colchester and District

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.

The service investigated incidents and lessons were shared through team meetings, team communications, weekly newsletters and supervision. The registered manager demonstrated their passion for continuous learning throughout the service and embedding a culture of openness and transparency. The manager had an active action plan that was continuously reviewed an updated. We saw evidence of surveys being sent to people and staff and feedback received being actively discussed and improvements implemented from this. For example, from the most recent service user survey, it was identified that not everyone was sure of the complaint’s procedure, so the registered manager has now implemented a check with people’s regular reviews to prompt discussions around complaints and to gently remind people where the complaints procedure is located.

Where there had been previous complaints, the registered manager acted promptly and followed the service’s complaints procedure. We saw evidence of any lessons learnt were then incorporated into staff meetings and communications for wider learning and reflection.

We also saw evidence where real case studies were used as part of the services training and development programmes.

People told us they do receive feedback from surveys or if they raise anything. People told us that management were in regular contact to check people were happy with the service or if there was any space for improvements.

Staff felt confident raising concerns and reported that they would be listened to. One member of staff told us, “I have never felt worried that I shouldn't have said that. I have been worried about sharing things in previous places of work but here they are so open to listening and improving. They always give feedback. Your never dismissed. You always know what's going on.” Another staff member told us “we are always encouraged to share and reflect to prevent reoccurrence”.

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.

Care plans were person-centred, and we saw evidence this was regularly reviewed. People had hospital passports that were regularly reviewed. Staff used an electronic call monitoring systems to log in and out of their visits and the system flagged delays or missed visits to the management team. We saw evidence that alerts on the system were audited daily, weekly and monthly. Feedback from all people confirmed staff arrived on time and stayed for the full duration. People told us they received rotas most of the time and were notified of any changes. People also told us that staff would support them and not rush or leave if a situation arose that required extra time to their normal scheduled visit.

A person told us “I always know who is coming to see me as I get a rota each week. I have 2 carers at each visit and its very rare for them to not come at the same time.”

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 consistently reported feeling safe and that staff were well trained. Staff were trained in safeguarding adults and children. The provider worked with the Local Authority in sharing concerns, and these were also notified to CQC. All staff we spoke to were aware of safeguarding procedures, and they felt confident in raising a concern.

One person told us, “I have never needed to make a complaint and I never expect to but I would feel comfortable in speaking to someone if I wasn’t happy.”

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 were involved in managing their care and risks. Risk assessments were in place for falls, medication and the external environments. The registered manager told us “We worked with the person to honour what is important to them but also future proof any risks moving forward as much as possible.”

The service has a falls prevention project whereby people who use the service, as well as the public can have free walking aid checks, offer fall prevention tips, exercise programmes as well as falls aftercare and advice.

Staff recognised when people were struggling and alerted the office, and managers responded promptly. People felt listened to and respected, and staff adapted care based on individual preferences and 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.

Leaders assessed people’s home environments to make sure they were safe. Staff were informed of any risk within the person’s home and where there was a risk, the service worked with the person to reduce the risk, where possible. Staff were made aware of any changes to environmental risks to ensure care was not disrupted and information was shared in a transparent way.

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.

Staffing was safe and effective. Staff received regular supervision, appraisals and field care supervisions. Training was up to date, with workshops and practical sessions tailored to staff needs. Staff felt supported and valued. New starters completed an in-depth induction. The service matched staff to people’s preferences where possible. The service used a rota system that ensured adequate staffing.

Recruitment records showed staff were recruited safely. This included an enhanced Disclosure and Barring Service (DBS) checks for adults. DBS checks provide information including details about convictions and cautions held on the Police National Computer. The information helps employers make safer recruitment decisions. Staff had received full inductions and multiple references from previous employments had been sought. Where a staff member had remained employed by the service for some time, a new, up to date DBS check was commenced.

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.

Infection prevention and control measures were robust. People told us staff consistently wore personal protective equipment (PPE) and followed hygiene protocols such as washing their hands before and after personal care and food preparation. People praised staff for their cleanliness and respectful care. Staff received training on how to manage infection risks and pressure care.

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.

The provider had systems in place to support safe medicines use, and medicines were managed safely. We saw evidence of robust systems in place to audit and identify, if any, medication administration or recording errors on a daily and monthly basis. The service used electronic medication administration records. We saw staff followed procedures for administering medication and this was documented on the appropriate administration records. Where there had been medication administration errors this was dealt with appropriately and effectively.

People told us they felt staff safely administered medication and staff were described as respectful and hygienic when supporting with medication.