Goldfinch Care Agency Private 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 questionGood. At thisassessmentthe rating hasremainedgood.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 a robust system and process in place for staff to report any incidents or accidents.Staff had access to a‘live’ electronic‘app’within their hand-held devices to record these.The live system enabled managers to review incident reports and check appropriate actions had been taken by staff to ensure people’s safety was monitored and managed effectively.The registered manager discussed any safety concerns with people and relatives during their visits to people’s homes.

Staff understood their responsibility to report any incidents or accidents and knew what actions to take.One staff member said, “During my induction I was trained on what I needed to do in the event of an incident.This included contacting emergency services promptly, informing the manager and relatives together with completing an incident report on the live app of what had happened, and what I had done in response.”

Lessons were learntand shared with staff. For example,following1person sustaining a minor fallit wasidentifiedthe incident process had notbeen fully followed. The registered managerremindedall staff of the correct procedure to follow to ensurepeople remained safe and protected from the risk of harm.

The provider worked with people and healthcare partners toestablishand maintain safe systems of care, in which safety was managed ormonitored. They made sure there was continuity of care, including when people moved between different services.

Peoplewere transitioned into the service safelyand thorough assessments of people’s needs were undertaken.They and their relatives confirmedthe transition into the service was smooth and well organised. A relative said, “We were fully involved prior to accepting the service to support my [family member].

When people firststarted using the service,staff were provided with necessary informationto supportthemsafely and according to their wishes. This includedwhen changes to staff were made which supported continuity of care.A staff member said, “We are sent theperson’scare plan and all information on a personby the registered manager.This is so we understand their needs and the support we need to provide.When another carer takesover,we have handovers between us.”

Important informationwas readily availablein the event ofa person requiring aplanned health appointment or any emergencyhospital admission. Staffsupportedpeopletoanyhealthcare settingifrequiredwhether planned or unplanned.

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, avoidableharmand neglect.

The provideroverallsharedinformation ofconcern quickly and appropriatelywith local authorities.A potentialsafeguardingreferralwas madeby the registered managerduring the assessmentfollowingour review of arecentminor incidentwith them, which was reported to CQCat the timeof the incident.However,theincident wassubsequentlyassessedby the local authority not to be a safeguarding matter.

People said they felt safewith staff. One person said, “I always feel very safe in their care.”Another person said, “I have no concerns or issuesat all.”

Staffwere trained insafeguarding and understood theirdutytoidentifyand report any safeguarding concerns.We spoke withseveralstaff whowere able to explain the correct procedures to follow anddemonstrateda good understanding of how to recognise signs of abuse.One said, “If Iwasconcerned about a person I would report to managerimmediately.This could be if I notedsomething likean unexplained bruiseor any change in their behavioursuch as how they responded to touch. IfI felt these concernswere not being treatedseriously,I would contact the safeguarding team and GP.”

An openculturehad been embedded into the service bythe registered managerwhich afforded staff withencouragement andtheconfidence to raise concerns.Staff we spoke with confirmed thiscommenting on how the registered managerwas always available for supportwhen needed.

The provider worked together with people and their relatives to understand, assess,and manage risks to their health and well-being.Risks were assessedand people’s choiceswere respected and upheld.For example,1personchose themselves when they wished,healthcareagencieswere tobe contacted by staff.This was appropriately recorded and regularly reviewed.

Care plans and risk assessments were detailed. Staff kneweach person’s individual risksuch as those associated withinfections,nutrition and hydration,falls,allergiesand intolerances. One staff member said, “[Name]is reluctantto say when they are feeling unwell. With their agreement, when I noticed a decline in their health,I contacted the GP and they had an x-ray which showedan infection with antibiotics then prescribed.”

The registered managerhad oversight of riskthroughfrequent dialogue and reviews of people’s carewith them,and through stafffeedback which included when people’s needs changed.This meant we were assured ongoing risk was managed effectively.

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

Environmental risk assessments of people’s homes were undertaken as part of the assessment and care planning process. For example, risk assessments considered, but were not limited to, furniture,lightingand flooring.

People and relatives raised no concerns about staff practice in relation to environmental risk. Every person we spoke with told us staff were diligent when supporting them in their home.

Anout of office hours procedure was in place for staff,peopleand relatives so managers could always be contacted for support.People told us they could contact the service whenever they neededto, and staff confirmed arrangementsin placewere effectivefor contactingmanagers24/7.

The provider made sure there were enough qualified,skilledand experienced staff, who received effective support,supervisionand development. They worked together well to provide safe care that met people’s individual needs.

People received continuity of care.Theyknew which staff would be supporting themwith rotascreatedseveral weeks in advance to supportthis.One person said, “Eachcarerstaysat the housefor at least 2to3 months which means I get to know them well and the care is consistent. I get on well with them all.”The registered manager told us theyintroduced staff to peoplefollowinga ‘matching process’prior to care commencing. This included people’s preferences for gender andtypes of personality of careramongst others. They added this was a crucial elementofthe serviceasthey only provided24/7 live in care.

Peopleraised no concernsregardingthe competency of staff. One person said, “They are well trained in every aspect of my care.”

Trainingrecordsconfirmedmandatorystaff training was in date. Staff told us the training received provided them with the right skills to deliver safe care in line with current practice. They gave positive feedback on the overall induction, initial shadowing of care calls, and the ongoing training provided.

A robust recruitment policy was in place, and followed,to ensure staff were recruited safely so,as far as possible, only suitable staff with the right skills and experience were employed.

The provider assessed and managed the risk of infection.Staff had access topersonal protective equipment (PPE)asrequired.

People confirmed staffwore PPE when undertaking personal care routines. One person said, “They always wear their PPE.”

An infection prevention and control(IPC)policy was in place. Staff had undertakenIPCtrainingand were knowledgeable about the correct measures to take to keep people safe.

The provider made sure that medicines and treatments were safe and met people’s needs,capacitiesand preferences.People told us they were supported to manage their medicines or managedmedicines themselves.A relative told us, “My family member hasregular medicationwhich is always given on time.”

Staffsupported peopleto manage their own medicines.One staff member said, “[Name]is independent with theirmedication,but we always check if they have taken them andrecord,they have.”

People’s medicineadministrationswere recorded andmonitoredthrough the app contained within staffs’ hand-held devices.One staff member said, “The app allows us to record medicines in real time. Managers know if any medicine is missed or not recorded as they receive alerts back at the office.They then contact you tofind out the reasonfor the alert.”

Staff told us they had received effective training onmanaging medicines safely. One told us, “We have training on medicinesat induction andhave spot checks by the manager. They [manager] arevery, very strictonmedicines.”

A medicine care plan supportedstaffto understandwhythe medicine was prescribed and any potential side effects. Staff made sure time critical medicines were administered at the correct time for conditions such as Parkinsons disease.

Duringour review of medicines records within the electronic monitoringsystem,we notedsome medicines appeared not to beadministeredat the time theyshould be.Records showed thesystemalertedmanagerson eachoccasionand these were acted upon.

We discussed this with the registered manager whoexplained the system hadpresetdefaulttimes for medicines such as AM, PM, and‘whenrequiredmedicines’.During the inspection manual adjustments to the system wereimmediatelymadetoovercome this technical issue. We then reviewed the medicine recordsfor the following 3 daysandfound this had resolved thematter. People’sand staff’sfeedback assured usthis was a technicalissue,and medicines were being administered at theprescribed times.