Helping Hands Horley

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.

Records showed incidents such as falls and sudden deterioration were analysed, with care plans updated and referrals made to health professionals. Staff described learning from feedback and incidents, for example changes to medication recording following concerns. This demonstrated a proactive approach to learning.

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.

Incident records evidenced prompt escalation to services such as GPs and paramedics, alongside communication with families and care plan reviews. Staff reported contacting the office for advice when concerns arose and felt confident this would be acted on.

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.

The provider had systems and processes to safeguard people from abuse and neglect. Policies promoted a zero-tolerance approach to any form of abuse or neglect and staff understood their responsibility to report concerns promptly. Staff told us they felt confident to raise concerns and that these would be responded to quickly by managers. People and relatives reported feeling safe using the service.

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.

We saw examples where people were involved in managing risks and care was person-centred. Care plans included people’s preferences, routines and guidance for staff on reducing risks such as falls, skin integrity and medication support. For instance, we saw how 1 person had a specific risk assessment in place around pressure care and what staff needed to look for to ensure they were kept safe. Records demonstrated people were supported to make choices and maintain 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.

Risk assessments identified environmental hazards such as clutter, equipment and fire risks, with actions in place to reduce harm. Incident trends also showed awareness of environmental factors contributing to falls, with guidance provided to staff.

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.

Staff told us they felt supported by managers, could raise concerns and received regular training, including medication and risk management. People and relatives described staff as reliable and competent, and care was delivered safely.

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 relatives confirmed staff consistently used personal protective equipment such as gloves and aprons and followed good hygiene practices. Care plans included guidance on infection risks, for example skin care and continence support.

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 clear guidance for administration and risk reduction, and staff received training and ongoing support. Staff described how medication errors were reported and addressed, with learning shared and changes implemented to improve practice.