KEYFORT North East

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 inspection we rated this key question good. At this inspection the rating for this key question 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. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. When accidents and incidents occurred, staff took appropriate action. The registered manager had a process in place to review incidents that occurred to identify any trends, patterns and lessons learnt and to share with staff to reduce risks to people. Team meetings included regular opportunities to reflect on practice and share learning across the team. A staff member commented, “A debrief is given especially if the incident, for example, is a seizure which exceeds the 5 minutes or administration of buccal midazolam or anything out of the ordinary. The staff witnessing it have debriefs with management and the full staff team will be updated on changes and things to look out for as well as care plan updates.”

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. A staff member commented, “Any changes in a person’s care needs, the communication between external professionals and their supportive care team is quick and responsive.” Systems were in place to ensure there was continuity of care, including when people moved between different services. Person-centred ‘passports’ were available with information to take when attending hospital or other health appointments. These documents contained important information about people’s care and communication needs, including personal details, the type of medicines people were taking, and any pre-existing health conditions.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. Staff and leaders had received safeguarding adults training and safeguarding children training and knew how to raise any concerns. A staff member commented, “I received safeguarding training for adults and children when I started working with Keyfort.”Relatives told us people were safe with supportive and trusted staff. A relative told us, “There was an incident last year, Keyfort put a safeguarding report in, a meeting took place, everything got addressed immediately and I don’t believe Keyfort could have handled it any better.”

Case managers had completed risk assessments for people and had put measures in place to mitigate those risks. Staff provided care to meet people’s needs which was safe, supportive and enabled people to do the things that mattered to them. Risk assessments were person-centred and reviewed regularly, supporting positive risk-taking and independence. People who had specific health conditions were supported effectively to protect them from the risk of harm. Care plans contained guidance for staff to follow to keep people safe, including how to respond when people became distressed. A staff member commented, “When managing behaviours of distress, I focus on identifying what the person is trying to communicate and responding in a way that reduces anxiety and agitation. I use a calm tone, give the person space if needed, and try to remove or minimise any triggers and de-escalate.” Best practice guidance was followed, and the risks were identified and mitigated whilst ensuring people were able to maintain their independence and dignity.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Risks associated with people’s individual environments were assessed before staff started supporting people within their homes. A relative commented, “Before staff use any new piece of equipment we have the occupational therapist, the physiotherapist over and the staff nurses as well and they instruct them how to use every piece of equipment.”

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. Staff received training and ongoing support from the service to carry out their roles safely. A staff member told us, “We do face to face and online training and there are checks every 3 months to make sure we are on top of it.”

Staff worked together well to provide safe care that met people’s individual needs. Rosters were managed effectively so people received care when they needed it. People received care from a reliable and consistent team. A relative commented, “I have a rota on a Friday afternoon. It’s always right and I get the same staff every week, so there’s continuity. Unless they are on holiday.”

Safe recruitment practices were followed to help ensure people were protected from staff unsuitable to work in the care sector. Relatives and people were involved in the recruitment process. A relative commented, “It’s taken a while to get the correct team in, and Keyfort has worked alongside me to get there. It’s just getting the right people, to get a good relationship with the family and it has been really good.”

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. Staff told us they had access to the personal protective equipment (PPE) they required, and people confirmed staff wore this when required. Staff received infection control training and competency checks. A relative told us, “Staff use hand gel sanitisers, gloves and aprons and the manager does checks from time to time to see staff are adhering to the protocols of hygiene.”

There were policies and processes in place to ensure people received their medicines safely. Staff ensured medicines were reviewed if people’s needs changed, and in line with ‘Stopping over medication of people with a learning disability and autistic people’(STOMP)principles. Staff received training and competency checks to observe how they managed people’s medicines safely. A staff member commented, “I had training in medicine and controlled drugs, and medicine administered through percutaneous endoscopy gastronomy [PEG]tube feeding. I had to be signed off by the clinical nurse before I was able to administer medications on my own.” A relative commented, “Overnight, the staff have to assess about pain relief when it is necessary, and they draw the medicine and administer it when necessary. They record on an App on their telephone. There have been no issues at all.”