HomeLink Healthcare Limited

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 had effective systems and processes, which helped enable learning from incidents where people may have been at risk. We saw the provider’s systems and processes promoted people’s safety as a priority, whilst not limiting their choices. People were supported and empowered to make informed choices and take calculated risks as safely as possible.Incidents and complaints were reported, recorded and investigated appropriately and changes were made where needed, to improve the service.

The provider used feedback from people using the service to improve the quality of the service and enhance people’s experience.

A lead member of staff explained how they reviewed incidents and outcomes of investigations. They also had weekly ‘adverse events meetings’, which were led by the Head of Clinical Quality. Incidents were reviewed across the company, lessons were learned and shared with the wider staff team and improvements were made.

A member of staff told us “We have multiple ways of learning. We have 1-1s, emails and policies. We discuss incidents at our team meetings, do deep dives and discuss adverse events company wide.” Another member of staff told us how good it was to work for a company that had a ‘no blame’ culture. They said they weren’t afraid to admit to any mistakes, learn from them and make sure they didn’t happen again.

The provider worked with people who used the service 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 and processes in place to make sure that solid relationships with healthcare professionals were established to help maintain people’s safety. People’s care records demonstrated effective communication and ‘joined up working’ throughout people’s care journeys. The provider's policies, procedures, and processes were in line with current, relevant legislation.

A member of staff told us how they assessed people who still needed clinical support, to determine whether they were well enough to leave hospital and have this support provided in their own homes. They said “The transitions usually work very well. It’s a really good model of care.”

People who used the service made comments such as, “I think the connection between hospital and home care is very good”. and “I was transferred home without a hitch, with very skilled staff on board all the 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 who used the service told us, “The staff keep me very safe”. and “I’ve finished using the rehab team, but I thought they were very good. I felt very safe with the staff supporting me”.

Staff consistently demonstrated their understanding of the importance of reporting any concerns about people. The safeguarding policies and procedures followed current and relevant legislation.

The provider had effective systems and processes to help ensure people were protected from abuse and neglect.

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 had effective systems and processes to assess and minimise risks. Risk assessments were person centred and created collaboratively with people using the service, to help manage identified risks in the least restrictive way possible.

People’s care plans contained up to date information and guidance for staff about the action they should take to manage identified risks and keep people safe. There were clear processes, which staff followed when they needed to report concerns, incidents and accidents. These processes helped enable the provider to have oversight of risks and ensure they were mitigated as much as possible. There were regular audits and people’s care plans were updated as soon as there were any changes or new risks were identified.

A member of staff told us, “The biggest risks are falls or a deterioration in health after a person has gone home. Sometimes there might be adverse reactions to medication. We discuss things we need to look out for and risk management in our team meetings.”

Another member of staff explained how they made referrals to the physiotherapist when needed and, if someone had a fall, they reviewed and updated their falls assessment, risk assessment and care plan. This member of staff also told us that monthly meetings were held to discuss and learn from incidents from the previous month.

People who used the service made comments such as, “The staff have always been aware of risks and kept me safe from them”. and “I feel safe with the staff I see, and they understand what I need to be able to perform daily tasks again”.

The provider had effective systems and processes to identify risks and hazards in people’s home environments. Environmental risk assessments were completed with people using the service and, where needed, risk management plans were compiled to help mitigate identified risks as much as possible.

People said they had completed needs and risk assessments when they began using the service. These assessments also included health and safety for themselves, as well as staff, within their individual home environments.

A member of staff told us, “We risk assess their [people’s] homes before providing the care in their care plans.”

A person who used the service told us, “A risk assessment was done both upstairs and downstairs. It was decided it would be best [to have the support delivered] downstairs.”

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 also followed thorough recruitment processes, which included obtaining references and completing police checks.

We found that the Electronic Call Monitoring (ECM) system was being used appropriately and people’s call lengths were mostly as scheduled. The Nominated Individual told us that all calls had travel time factored in. A member of staff told us, “The beauty of this company is that you get much more time. It makes patients happier. Happier patients and happier staff”.

All staff completed training and senior staff and management completed unannounced spot checks for quality assurance and competency.

A member of nursing staff told us, “All the mandatory training is in date. We also have competency checks, where someone watches you out on shift.”

People who used the service spoke positively about the staff and their timekeeping. People’s comments included, “You couldn’t get better people; all of them. They are reliable and competent, always on time and I know who is coming”. and, “You generally get the same cluster of staff who are starting to get to know me well”.

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.

Staff told us they completed infection control training and followed the appropriate procedures. Staff also confirmed they had sufficient supplies of personal protective equipment (PPE).

People who used the service told us all the staff followed appropriate infection control procedures, which helped keep everybody safe. People made comments such as, “They change their gloves for the dressing and again for the IV bottle”. and, “They have a good standard of hygiene. They frequently wash their hands and change gloves”.

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.

Staff completed training for managing and administering people’s medicines and their competency was checked at regular intervals. Staff were also knowledgeable about what they needed to do if there were any issues, errors or concerns with people’s medicines.

People gave positive feedback about the support they received, if needed, with medicines. A person who used the service told us, “They make sure I get my injection and change my dressings”. Another person said, “They safely check my blood pressure and do my drips”. “They are well trained in all these areas”. A third person explained, “At first they helped with my medication but I can manage it now”.