Life Care Plus Hillingdon

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 72 (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 processes for the investigation and review of incidents, accidents and complaints. The records for incidents, accidents and complaints included a description of the concern and what actions were taken, if required, in response. The registered manager explained that following a concern they would contact care workers to discuss the issues identified and any actions to reduce risk of recurrence. Care workers confirmed that if there was an issue it would be discussed in a meeting with actions for improvement identified. A care worker said, “Yes, they organise group meeting, ask us to share ideas, say what do you feel? Do you have any suggestions? Yes, they act on the feedback.”

The provider ensured the service could support people’s care needs before their care package started. The registered manager told us they met each person to complete the initial needs assessment. They matched them with a suitable care worker to meet their needs, for example, language and cultural background. This would provide the person with a link to their care worker and consistency. The registered manager said that if they identified any additional support needs not identified in the local authority information on the care package, they would inform the relevant professionals to arrange appropriate care.

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 procedures to respond to and investigate if concerns in relation to people’s care were raised. People told us they felt safe when they received care with 1 person commenting, “Of course I`m safe, they announce themselves when they come in and ask how my night was, they are very reliable.” Relatives also felt their family members were safe when care workers provided support with 1 relative saying, “Yes, [my family member] is safe, they speak their language, and they keep them calm.” Care workers confirmed they had completed training on safeguarding adults and the demonstrated a clear understanding of what safeguarding means when providing care and their responsibilities to report any concerns.
 

People’s risks were identified at the initial needs assessment. The provider had a number of risk assessments developed which included falls, use of bed rails and moving and handling. These provided person centred guidance on the person’s support needs for care workers. However, where a person was living with a medical condition, guidance was not always in place for care workers in relation to the condition, possible risks and impact on how care could be provided. This was discussed with the registered manager and the care manager. They confirmed they were adding additional information for care workers to the care plans and risk assessments and provided us with evidence of the amendments. People told us they felt safe with 1 person commenting, “I do feel safe. They [care workers] seem very professional and know what they are doing.” A relative said, “The routine of [my family member] has recently changed and the carers have changed to suit.” The registered manager explained that they identified possible risks during the initial needs assessment and discussed them with the person and their relatives to indicate how these risks could be reduced. The registered manager also told us if they identified a risk which required input from a healthcare professional or additional equipment they would make a referral.

The provider detected and controlled potential risks in the care environment. An internal environmental risk assessment was carried out identifying possible risks in relation to the person’s home including fire safety and possible escape route from the building in case of an emergency. There was also a housekeeping risk assessment which identified if any cleaning chemicals were used and how these should be safely used and stored.

The provider made sure there were always enough qualified, skilled and experienced staff, who received thorough support, supervision and strong development opportunities. They worked together well to provide safe care that met people’s individual needs. People and relatives confirmed the same care workers regularly carried out the care visits so there was continuity of care. They also confirmed that care workers usually arrived at the agreed time, stayed for the full visit time and let them know if they were running late. A person told us, “[The care workers] are generally on time, they are darlings and do everything that I ask of them. I get the same 3 or 4 ladies who speak English very well.” A relative stated, “Generally they are on time. They can be late due to traffic, but they ring me if they know that they are going to be late. They are well trained,[and] stay for the full length of time.” Care workers confirmed they had enough travel time between visits and sufficient time during each visit to complete the support the person required. The provider had a safe recruitment process which included checks on the applicant’s previous experience, a criminal record check and their right to work in the United Kingdom. Care workers completed an induction and shadowing an experienced care worker when they started the role. Care workers also completed a range of training courses including first aid as well as the Care Certificate. The Care Certificate is a nationally recognised set of standards that gives new staff to care an introduction to their roles and responsibilities.

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 workers confirmed they had completed training on infection prevention and control and they received personal protective equipment (PPE) to be used when providing support. A care worker told us, “Yes, we have a PPE kit. We are aware of the need to wear gloves, aprons, use food covers and wear masks before going to service users.” People and relatives confirmed that the care workers used PPE when they were providing support. A relative commented, “[The care workers] log in, wash their hands, put on gloves and hair coverings and an apron.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning what support they required with medicines, including when changes happened. Care plans identified if the person was able to manage their own medicines, were supported by relatives or if they required care workers to administer them. People’s care plans included a list of prescribed medicines indicating the dosage, the frequency of administration and any side effects. Relatives told us that the care workers administered their family members medicines safely and as prescribed. A relative said, “They do the meds which are in a blister pack and never miss.” Care workers completed records to demonstrate medicines had been administered as prescribed. Care workers confirmed they completed training on the administration of medicines. A care worker commented, “Yes, face to face training, we had training from NHS staff, it’s very important that we administer it properly, right name, right dosage, right route and thoroughly check.”