Dixon Dunn Care Solihull Limited Also known as Home Instead - Solihull

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 provider showed evidence of learning and reflection following incidents or complaints. Learning was embedded through audit processes, and ongoing analysis of incidents and complaints. The provider shared learning with other services in the group to reinforce good practice via the registered managers group meetings. Improvements had been implemented as a result, for example enhanced financial risk documentation.

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.

The provider had effective systems in place to ensure safe care delivery and continuity, including thorough pre-assessments, clear care planning, and risk management processes. Changes in people’s health, such as hospital admissions, were monitored to support timely responses and ongoing care. The service worked closely with relevant health professionals to ensure accurate and up-to-date information about people’s needs was captured and acted upon. A person told us, “The carers will take me out to see the GP at the surgery if I need to see a doctor and my family are not free to take me.”

Before care began, manager team completed comprehensive consultations ensuring people’s needs, preferences, and expectations were understood. Staff were carefully matched to individuals to promote continuity and build positive relationships, with introductory visits supporting a smooth transition into the service. One family member told us, “My relative usually has the same carers which means that my relative knows them and is comfortable with them, which is reassuring for us.”

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 effective safeguarding systems in place, supported by a clear safeguarding policy accessible to staff and regular training. Staff demonstrated a good understanding of how to recognise, and report concerns and were confident in following safeguarding procedures.

Safeguarding practices were reinforced through supervision and team discussions, with incidents monitored and learning shared to promote safe practice. The provider worked with external agencies where required and maintained robust record keeping. Overall, there was a proactive and well-managed approach to safeguarding, focused on protecting people from harm.

Staff understood and applied the principles of the Mental Capacity Act 2005 (MCA), ensuring people were supported to make decisions, with any best interest decisions made appropriately and safeguarding people from harm.

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.

The provider involved people and their relatives in identifying and managing risks related to their care. Staff completed comprehensive risk assessments, covering areas such as falls, catheter care and general safety, with clear guidance for staff on how to minimise risks.

Staff reviewed and updated risk assessments regularly to reflect changes in people’s needs, ensuring care remained safe and personalised. Staff supported people and families to contribute to care planning and decision-making, promoting a shared approach and helping people feel safe and well supported.

People and relatives felt safe using the service and were positive about the support provided by staff. One relative told us” My relative did have a fall a while ago but I did not have any concerns over how the carers managed the situation.”

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

The provider completed comprehensive environmental assessments as part of the pre‑admission process to help identify and manage potential risks in people’s homes before care started.

Staff completed environmental risk assessments and clearly recorded within people’s care plans. This helped ensure risks were identified, monitored and managed appropriately, and that care was delivered safely in people’s own environments.

The service supported people safely in their own homes, including appropriate use of equipment. Partnership working with occupational therapists ensured equipment was used safely and staff were trained accordingly.

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.

The provider followed safe and robust recruitment processes, including appropriate pre-employment checks to ensure staff were suitable for their roles. Careful consideration was given to matching staff with people based on their needs, preferences and interests, supporting positive relationships and continuity of care.

Staff completed a structured induction programme, including training, shadowing and competency assessments, before working independently. Ongoing support was provided by the manager through supervision, appraisals and team meetings, with training compliance effectively monitored and high across the service.

Staffing was well managed by the manager with consistent teams and effective rota planning with sufficient travel time scheduled into rotas. Electronic care systems supported oversight of visits, enabling timely action where needed. Staff also received additional, targeted training to meet specific care needs, ensuring they were competent to deliver safe and effective care.

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.

The provider had effective infection prevention and control systems in place. Staff received training in IPC, including the correct use of PPE, hand hygiene, and food safety, and confirmed they had access to sufficient equipment.

Staff practice was monitored by the manager through regular spot checks to ensure staff followed safe infection control procedures. People and relatives reported that staff maintained good hygiene standards, including handwashing and appropriate PPE use during care tasks.

The provider promoted staff wellbeing through initiatives such as offering vaccinations during the flu season, supporting the prevention of infection transmission. This formed part of a clear and effective approach to infection prevention and control, reducing risks to people and staff.

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 effective systems in place for the safe management of medicines. Staff received training through a combination of e-learning and practical sessions, supported by regular competency assessments to ensure safe administration.

Clear procedures supported staff to follow safe practices, including appropriate checks, obtaining consent, and maintaining accurate medicines administration records. Staff demonstrated good awareness of their responsibilities, including identifying and reporting concerns promptly.

Management regularly monitored medicines, reviewed and shared learning when medicines errors occurred, Staff checked stock levels and expiry dates to ensure medicines were safe and effective, demonstrating a clear focus on safe, consistent and accountable medicines management.