We Do Care (London) 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.

The last rating for this key question was requires improvement. At this assessment the rating has changed to good.

This meant people were safe and protected from avoidable harm.

At our last assessment, we identified breaches of legal regulations relating to safe care and treatment and staffing. At this assessment, the provider was no longer in breach of these legal regulations.

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.

At our last assessment, we found the provider did not always have effective systems to learn when things went wrong. At this assessment, we found improvements had been made.

Staff recorded and reported all accidents, incidents and complaints. Managers investigated these.

Staff told us managers discussed lessons learnt with them to help improve practice and to make sure people were safe.

The management team told us how they had learnt from recent incidents. They explained they had improved communication with staff and families because of these. The provider had improved how information was recorded within care plans and risk assessments.

The provider ensured people had safe transitions and pathways between services. Managers carried out assessments of people’s needs. They liaised with people, their families and other professionals when needed.

Managers told us they had provided support for people during hospital stays. As part of this support, staff helped hospital staff to understand how people liked to be cared for.

Relatives told us they thought transitions were well managed. One relative commented, “The carer helped [relative] get ready to go to hospital and this was good.”

The provider had systems to help protect people from the risk of abuse. Staff undertook training to understand these procedures. Since our last assessment, the provider had updated training for all staff. Staff told us this had been useful and helped them understand the processes. Staff were able to tell us how to recognise and report abuse.

The provider worked with people using the service, their families and other agencies to help protect people following allegations of abuse. They had investigated concerns and shared information with relevant parties.

People using the service and their relatives told us they felt safe with the agency and staff. One person commented, “I absolutely feel safe with them.”

At our last assessment, we found risks were not always assessed, planned for or managed safely. At this assessment, we found improvements had been made.

The provider improved their care planning and risk assessment systems. Managers assessed the risks for each person and created plans which outlined how staff needed to support people and how risks would be mitigated.

Staff undertook training to understand how to care for people in a safe way, including how to use equipment and supporting people to move safely.

People using the service and their relatives told us risks were appropriately managed. A relative commented, “I think the carers are very cautious and always err on the side of safety.”

People and their relatives were involved in discussions about risks and how these should be managed.

The provider updated risk management plans following changes in people’s needs.

The provider assessed people’s home environments to make sure these were safe. They discussed any concerns they identified with people and their relatives so they could work together to resolve these.

At our last assessment, we found that staff did not always have the training or information they needed to provide safe care. At this assessment, we found improvements had been made.

The provider had organised for staff to undertake training updates in key areas. They tested staff knowledge and competencies to make sure they knew how to apply their learning.

New staff completed an induction and shadowed experienced workers. Managers carried out regular spot checks on staff and met with them to discuss their work.

There were enough staff to meet people’s needs and keep them safe. The provider did not accept new care packages unless they had the staff to care for people. Managers helped to cover staff absences and leave. People using the service and their relatives told us they were cared for by the same familiar staff who arrived on time. Their comments included, “It is so important for [person] to see the same faces. There is a regular group, and they are absolutely brilliant” and “They arrive on time. They send me a text if they are running late.”

The provider has systems to help prevent and control infections. Staff undertook training to understand about infection prevention and control. The provider ensured staff had access to personal protective equipment (PPE) such as gloves and aprons. People using the service confirmed staff used these and washed their hands.

Managers carried out spot checks to observe staff. These included checks to make sure staff were following procedures, washing their hands and using PPE when needed.

At our last assessment, we found the provider did not always follow best practice for managing medicines. At this assessment, we found improvements had been made.

The provider made sure people received their medicines safely and as prescribed. There were clear records about people’s medicines, why they needed these and when they had been administered.

People were supported to manage their own medicines when they were able. Staff completed training to understand about managing medicines safely.