Dignified Homecare 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.

There was an effective system in place to record and monitor accidents and incidents within the service. Staff completed reports in a timely manner following any incident. The management team reviewed all reports, conducted investigations where appropriate, and completed root cause analyses to identify contributory factors.

Learning outcomes were shared with the staff team and embedded into practice to mitigate future risks. This supported a culture of continuous improvement and helped to ensure people were kept safe while using the service.

There was an on-call system in place so there was always a member of the management team available. A member of staff told us, “We always have someone that we can contact in an emergency.”

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’s needs were assessed before they began receiving care and support to ensure the service was able to meet those needs safely and effectively. The assessment process considered all aspects of the person’s wellbeing, including their physical, social, psychological, and cultural needs. The management team gathered relevant information from people, their relatives, and local authorities to ensure a comprehensive understanding of each person’s requirements.

The information obtained during the assessment was used to develop person-centred care plans. These care plans provided staff with guidance, enabling them to deliver care and support tailored to each person’s preferences and needs.

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.

People said they felt safe with the staff. A person said, “I feel totally safe and happy,” when we asked them if they felt safe with staff. A relative told us, “I don’t have any concerns with the carers that visit.”

The provider had appropriate policies and procedures in place to guide staff on how to respond to any allegations of abuse. Records confirmed that staff had received safeguarding training to strengthen their knowledge and understanding of their responsibilities in protecting people from harm.

Staff demonstrated a clear understanding of their roles and responsibilities in relation to safeguarding and the reporting of concerns. From discussions, it was evident that they were aware of the appropriate procedures to follow and the external agencies that must be contacted without delay if they witnessed, were informed of, or suspected that people using the service were experiencing harm or were at risk of harm. A member of staff told us, “I will report any abuse to my manager.”

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.

Potential risks to people’s safety were assessed to ensure care and support were planned and delivered safely. Where risks were identified, appropriate control measures were implemented. For example, when people were at risk of falls, guidance was put in place for staff outlining the actions required to reduce the likelihood of harm and promote safety. A person told us, “I work with my carers we don't take risks I have movement in my legs. but not balance so I can roll over in bed and I'm glad to still do the things I can do.”

Risk assessments were regularly reviewed and updated by the management team to reflect any changes in people’s needs.

Staff monitored people’s health and wellbeing on an ongoing basis and reported any new or emerging risks to the management team promptly. This ensured timely action could be taken to maintain people’s safety and welfare.

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 management team carried out an assessment to identify any potential hazards in people’s homes and put measures in place to mitigate those risks. For example, they ensured the environment was safe and free from trip hazards for people and there was adequate lighting when staff visited people at night.

All equipment used by staff, including pressure-relieving mattresses and profiling beds, were checked to ensure it was operating correctly. This helped to ensure that people received safe and effective care.

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.

We noted from the staff rotas that people were supported by a consistent group of staff members who were familiar with their individual care needs. Continuity was maintained wherever possible, with the same staff supporting people unless they were on leave or unwell. This approach promoted consistency and continuity of care, as staff had a good understanding of the needs and preferences of the people they were supporting.

The provider used a monitoring system to track whether all scheduled calls were taking place, and records showed there had been no missed visits. This helped ensure people received their care on time, and it enabled office staff to notify people if staff were running late, for example due to traffic delays.

The provider had effective recruitment and selection processes in place to ensure people were protected from the risk of receiving care from unsuitable staff. When we reviewed staff recruitment files, we found that all required pre‑employment checks had been completed. Each file contained a completed application form, references, proof of identity and evidence of a criminal record check.

The provider had implemented a training programme to ensure all staff developed the necessary skills and knowledge to meet people’s individual needs effectively. Staff completed mandatory training in key areas including moving and handling, infection prevention and control, fire safety, food hygiene, and person-centred care, ensuring they were competent and confident in carrying out their roles. A person told us, “Yes, staff have been trained to use my hoist and I feel totally safe.”

New staff completed a structured induction programme when they commenced employment with the service. The induction covered a range of key areas, including mandatory training, familiarisation with the service’s policies and procedures, and opportunities to get to know the people who used the service and understand their individual needs and preferences.

Staff did not work unsupervised until they had demonstrated the necessary competence. They were provided with opportunities to shadow experienced colleagues to build their confidence, skills, and understanding of their role.

Staff received regular supervision meetings with their line manager. These sessions provided an opportunity to discuss any issues or concerns, review performance, identify training and development needs, and consider any personal matters that may be impacting on their work. People’s needs and outcomes were also discussed to ensure staff continued to provide effective and person-centred care.

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.

The provider demonstrated an effective approach to assessing and managing the risk of infection, in line with current national guidance and best practice standards.

Systems were in place to monitor and prevent the spread of infection. Personal protective equipment (PPE), including gloves and aprons, was readily available to staff and used appropriately.

Staff had completed infection prevention and control training and understood their responsibilities in this area.

People and relatives told us staff wore the appropriate personal protective equipment when they visited them. The provider carried out spot checks, without notice, to ensure staff were using the correct PPE and disposing of them appropriately.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.

Where people needed help with administration of their medicines, staff supported them to take their medicines as prescribed and that they were happy with the arrangements in place. Details of prescribed medicines were recorded in individual care records.

The MAR sheets we reviewed were fully completed. The management team regularly audited these records to ensure people received their medicines as prescribed. The provider had an electronic system which alerted them if a person had not had their medicines on time.

People were supported with their medicines by staff whose competency had been assessed. This helped ensure they maintained a good understanding of safe medicines administration practices.