First4Homecare Ltd

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. For example, following a complaint from a person’s family about call times, the provider acted swiftly and introduced a more effective monitoring system. The new system improved call monitoring and the learning from the complaint was shared across the team. Feedback from the family was very positive.

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.Staff were given clear guidance when people’s care needs changed. For example, when a person’s mobility needs had increased the provider had contacted the Occupational Therapist (OT) to carry out a review. Following the review, additional equipment was provided and the team were requested to change the way they supported the person. New guidance was provided for staff. Care plans and risk assessments were updated promptly to reflect the changes. The team worked alongside other health professionals and supported the person to continue receiving care safety at home.

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 raised a safeguarding concern with the local authority and carried out an investigation following a complaint. Appropriate actions were taken by the provider to mitigate any risks. Safeguarding procedures were effective and communicated to the team. Staff knew how to protect people from harm and reported any concerns to the manager. Staff had been trained to identify signs of abuse and understood how to report their concerns.

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. Risk plans were in place for people. Care plans reviewed showed that people were aware of risks to their health and well being. Staff supported people to manage their health risks. Risk plans showed that any identified risks of harm were mitigated. For example, if a person was at risk of choking, guidance for staff was included in the risk plan.

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 carried out environmental risk assessments. Staff had training in health and safety including, fire safety and moving and handling. Where risks were identified actions were taken. For example, following a review of a person’s care needs additional equipment was provided to maintain a person’s safety.

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 carried out recruitment checks and staff were safely recruited. Inductions were carried out and staff had the opportunity to shadow experienced staff before working independently. Staff had regular meetings and were able to seek guidance. Training was provided in a range of subjects to enable staff to carry out their role effectively. Staff told us they felt supported and valued by the management team.

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. Care records reviewed included details of what support people needed to maintain their personal hygiene. Staff had training in infection, prevention and control. The provider carried out spot checks which included checks on staff using personal protective equipment, (PPE) appropriately. Infection prevention and control guidance was available for staff.

The provider made sure that medicines and treatments were safe and met people’s needs, capabilities and preferences. Staff involved people in planning, including when changes happened. Medicine records showed medicines had been administered appropriately. The provider had clear medicine policies. Where people required ‘as and when required’ medicines, protocols and detailed guidance was available for staff when needed.