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• 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.

Staff and leaders fostered a positive learning culture and committed to improving safety. They promptly recorded accidents, incidents and complaints, investigated them proportionately, and managers reviewed each case. Managers shared lessons learned through meetings, supervision and training updates. Staff felt confident raising concerns and understood the duty of candour. A relative told us, “If there has been an incident, the carers have dealt with it and let me know that it has happened.”

Processes supported safe and smooth transitions when people moved in or out of the service. Managers described collaborative discharge planning with people, relatives, and professionals to ensure continuity of care. Staff promptly updated care plans and risk assessments, and managers informed staff of changes through digital systems and direct communication. People and relatives said transitions were well managed and gave them confidence in the service. A relative told us, “I was involved from the beginning. They came this week and discussed increasing the 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. Staff understood safeguarding responsibilities and had regular training. Policies were clear and aligned with national guidance. Records showed safeguarding concerns were escalated promptly and managed in partnership with local authorities. People and relatives told us they felt safe and trusted staff to act quickly if something went wrong. A relative commented, “[Person] is certainly safe with them. It was the carers who smelled gas and contacted me straight away. [Person] has dementia so can’t deal with anything. Gives me peace of mind.”

People were involved in decisions about managing risk, and positive risk-taking was promoted to support independence. Risk assessments were completed collaboratively between people and staff and reviewed regularly. Staff explained risks to people in accessible ways and balanced safety with individual choice. For example, people were supported to go out in the community with agreed safety measures. Relatives confirmed they were consulted about care plans and risk management. A person said, “I have a cat, and she is in my care plan. That’s very important she is cared for. I totally rely on them (staff) as I have no family.”

The environment and equipment were maintained safely. The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Environmental risk assessments were in place to ensure the safety of staff and people from things such as slips, trips and falls or other potential environmental hazards. Staff knew how to report concerns, and managers acted promptly to address issues. People felt safe in their homes and had the right equipment to move around safely. A relative said, “When the carers are using the equipment (bath seat, commode), they explain what they are going to do. This is very necessary as [person] has dementia.”

Staffing levels were generally sufficient to meet people’s needs, and rotas were planned to provide continuity of care. Staff received a thorough induction, mandatory training, and regular refreshers. A staff member told us, “The induction was very informative, and I was given all of the information I would need and also who to contact if I needed support.”

Infection prevention and control (IPC) was managed effectively. PPE was always available, and staff followed hygiene protocols. Monthly audits confirmed compliance with stock management. People and relatives reported no concerns about cleanliness, and staff said they were clear on their responsibilities for IPC. A person told us, “Carers wore gloves, aprons and tunics which had the company logo on.”

Medicines were managed safely in line with national guidance. Medicines Administration Record (MAR) charts were accurate, and audits showed no missed doses or errors. Competency assessments were completed, and staff had received up to date training in medicines management. People were satisfied with how their medicines was handled, including time-critical medicines. A relative said, “The service is quick to respond when there is a change of medication.”