AMG Nursing and Care Services - Lincoln Branch

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. Appropriate actions were taken following incidents and communicated with staff. The provider had action plans which were reviewed in line with the improvements made to support the development of the service. A staff member told us, “I am so proud of what we do in the community and AMG work to a high standard. We don't always get it right, but we are always willing to come round a table and discuss how we can better ourselves.”

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. When people started to use the service, the provider obtained as much information to ensure care plans captured people's care needs and preferences. Although some staff told us they did not always have all the information when new people started using the service, the provider’s policy ensured care plans were updated and reviewed within 48 hours to ensure safe care and support.

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. People we spoke with told us they felt safe. A relative told us, “We are satisfied that [our family member] feels safe with the care staff.” Staff understood their responsibility to safeguard people by promoting their wellbeing and acting on any concerns by reporting them. Training records showed staff were trained in safeguarding adults and children. The provider had a safeguarding policy in place which established a clear framework for identifying risks, responding to concerns and promoting people’s human rights. Staff were trained in the Mental Capacity Act which ensured they understood the importance of respecting people's rights and wishes while delivering care.

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. Care plans were person-centred, clearly outlining how individual risks were assessed and managed. Staff were provided with guidance to ensure support was delivered safely and consistently. People were supported to take positive risks appropriate to their needs and preferences, promoting independence and choice. For example, care plans included clear instructions for staff on how to use equipment safely, while considering each person’s preferences. This helped ensure support was delivered in a way that was both safe and comfortable. Safeguards such as risk assessments, staff training and regular reviews were in place to ensure risks were managed safely and responsibly.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

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.

There was mixed feedback about staffing levels and whether they were sufficient to meet people’s needs. Most people were satisfied with the support they received and told us staff communicated well, especially when delays occurred. One person told us, “The care staff are fantastic. I am happy if sometimes the carers are a few minutes late, I do not mind.” Another person stated, “[Staff] are brilliant. They take good care of me. We chat and laugh. There are no set timings for the carers to come in. I am not pushing because I believe the agency is understaffed.”

People told us they felt staff were well trained and confident in delivering care, which helped them feel safe and well supported. A person told us, “[Staff] are definitely well trained and always careful.” Training records showed staff had received appropriate training to understand and support people’s individual risks and complex needs.

The manager highlighted the importance of staff competencies being up to date and regularly reviewed. Observations of staff practice were carried out to support this, with managers going out to check staff were applying their training effectively.

Staff told us they felt well supported in their roles. One staff member shared, “I feel that we are fully supported by adequate training and supervisions to ensure we are providing the best possible care to our patients.” Some staff told us they felt the service was understaffed and their wellbeing was not always considered. However, the nature of the service meant things were constantly changing and required flexibility from staff. The provider told us they explained this during the induction process, helping staff understand the demands and expectations of the role.

Recruitment records confirmed staff were safely recruited and received ongoing supervision and support to help them develop in their roles.

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. People told us staff took an effective approach to managing infection risks, helping them feel safe and well protected. A person told us, “I see that [staff] always wear PPE.” Staff received training in infection prevention and control (IPC), which supported safe working practices and helped reduce the risk of infection. Most staff told us there was enough personal protective equipment (PPE) available. The provider confirmed procedures were in place to ensure PPE was supplied to staff.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. Medicines were managed and administered safely. Staff received appropriate training in medicines administration and supported people to take their medicines in ways that suited their individual needs. One person told us, “The carers are excellent. I take my medicines myself, but they make sure I take it. They give me enough time and do not rush me.”

Medicines records were clearly documented, with detailed, person-specific guidance available for staff on how to administer 'as required' (PRN) medicines. This helped ensure medicines were given safely and appropriately, in line with each person’s needs. Staff felt confident and well-trained in administering medicines. One staff member told us, “Myself and other [staff] I worked with never had any issues with medication administration. We do receive full training and medication administration is a big part of that training.”