Home Instead Central Hemel Hempstead & Chilterns

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.

People and relatives felt the care and support provided was safe and that they could speak up if they had any concerns. A person told us, “Perfect, I do not feel unsafe at all.” A relative told us, “[Name of staff member] has a great rapport with [relative]. [They] notice things and will tell me everything. A lot of the carers are like that. They pay attention to [relative] and that makes us all feel safe.”

Staff understood the processes and arrangements in place to monitor safety. A member of staff told us, “I have not experienced or had to report an incident, but I know the process. All staff are kept informed by email, text or phone.”

The provider had systems to record, manage and respond to accidents, incidents and events. Any outcomes or learning following events were shared with staff and relevant partners.
 

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.

People experienced a robust assessment process before starting to receive care. A person told us, “Yes, just me – all me. It was all reviewed about a month ago.” A relative told us, “They (staff) came round and spoke with us. Everything is all on the ‘app’ now.”

Staff worked with people, alongside their relatives and health professionals to ensure there was continuity of care, including reassessments after hospital admissions or periods of ill health.
 

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 told us they felt safe receiving care and support from staff. A person told us, “Yes, for sure. I feel very safe.” A relative told us, “100%, I wouldn’t leave [person] otherwise.”

Staff were trained in safeguarding and understood how to recognise and report concerns. A member of staff told us, “I have completed safeguarding training, I would inform a manager of any concerns. Otherwise, I know I can report to the local authority myself.”

The provider had an effective system in place for recording and reporting concerns. Any safeguarding referrals made to the local authority were done in a timely manner and an events log maintained. This enabled the provider to have oversight of referrals made, any actions to be taken and an outcome, once received.
 

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 told us that they were supported with managing risks. A person told us, “[Name of staff] is a stickler for safety. I am in good hands.” A relative told us, “I have no concerns at all. They (staff) are all very professional and work well.”

The provider had a system in place to assess risks when a person began using the service. This included all aspects of the person’s health, safety and wellbeing where they required support from staff.Reviews were completed following any changes to people’s needs and on a routine basis.
 

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

People and their relatives confirmed that support was given to manage risks in people’s homes. This included equipment used to support their independence such as mobility equipment. A person told us, “They are trained with the hoist, and I feel safe and comfortable with them using it.”

The provider conducted environmental risk assessments for each person which included areas such as accessibility of the home, utilities and fire risks.
 

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 and relatives gave positive feedback when speaking about staff. They felt there were enough staff in the team and care visits were made in a timely manner. A person told us, “They (staff) are always on time.” A relative told us, “They (staff) are brilliant. If they are ever late, they send a text. Always stay the full time.”

Staff gave positive feedback regarding the overall support and training they received. In addition to training, staff were supported by observations and competency checks during their work and via supervision meetings.

Appropriate recruitment checks were conducted as standard practice. Recruitment processes were robust, and staff were recruited 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 their relatives were confident that staff followed good hygiene practices.

Staff were aware of infection risks, had completed training and were provided with personal protective equipment (PPE). A member of staff told us, “We get an unlimited supply of PPE, we just pop to the office to collect some.” Spot checks were completed regularly to ensure staff followed good practice.
 

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.

People’s needs and preferences as to how they wished to be supported with the management and administration of their medicines was included in care plans. A relative told us, “[Relative] doesn't always want to take them (medicines), but the carers have learned the ways to help [them] take them.”

Staff demonstrated an understanding around the safe management of medicines. They confirmed they had received training and their competency checked during spot checks.

The management team had oversight of medicine administration and conducted audits to ensure safe practice and to check for any errors.