New Doves Care

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 69 (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.
When incidents and accidents were reported, these were thoroughly investigated to see if any lessons could be learned. The management team had a good oversight of these and monitored them to see if there were improvements that could be made. One relative told us, “They were sending new carers who didn’t know what they were doing, I complained twice, and it has now been resolved”.
Information about incidents and people’s support in general was discussed between the management and staff regularly. This promoted discussion and a learning culture at the service. Staff had reviewed and shared how to support people safely in the community. A staff member said, “I always ask and if there’s any problems the office will help me out. The office responds quickly if a client needs something.” As well as “They want us to share things with them because then they can understand more.”
 

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.
However, during the inspection we found missing information in some of the electronic care plans, when we discussed this with the manager, the information was shown to us. We also identified 2 issues where the information on a care plan was incorrect. The manager was responsive to the information provided to them and rectified the issues and updated the care plans immediately.
Staff contacted professionals such as GP’s or Speech and language therapists if people needed support. If professionals gave advice that needed to be followed, this was recorded and staff followed this. Staff knew people well and supported people during appointments and advocated for them to help their voices be heard. We saw processes in place to support a safe transition between services and how the person and their relatives were involved in the process. A relative said, “Before the care package was set up the manager visited, and we were givenportfolios. We were able to personally meet and choose the carers we wanted for [family member].”
Risks to individuals were mitigated through the implementation of safe working practices. Comprehensive initial assessments were conducted for all new people to the service, with ongoing reviews ensuring that any changes in needs were promptly identified and appropriately addressed.

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 and their relatives told us they and their family member felt safe from receiving care from the provider. One person said, “I feel safe in their company.”
Staff were trained in safeguarding and knew what signs may indicate potential abuse and how to report concerns to external partners such as the local authority or CQC. Safeguarding concerns were reported, and any actions were taken seriously by the management and staff team. A staff member said, “I’d say that the clients are safe with this company, they do look after them well.”
The provider investigated concerns and made safeguarding referrals to the relevant authorities when necessary.
 

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.
Risk assessments and support plans were detailed and gave guidance to staff about how to mitigate risks as far as possible. People had risk assessments in place for areas such as eating and drinking or how to support them with their medication. People and their relatives were involved in the creation and reviewing of care plans and risk assessments. One relative said, “We had a comprehensive risk meeting right at the start of the care package.”
The management team gave examples of when people had been involved in positive risk taking assessments to support them to achieve the goal of going to a night club, as well as other activities.
Care plans were implemented to manage risks, and risk assessments were established to identify and reduce risks associated with people’s care needs.
 

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 provider detected and controlled potential risks in people’s home environments. People’s home environments had been risk assessed, and measures were put in place to help mitigate risks as far as possible. One person said, “[Staff] supervise me when I have a shower, they make sure my toilet rail is safe, and I have my walking stick.”
Environment risk assessments of people’s homes had been completed before staff provided support to people. This ensured identified risks associated with the environment were mitigated to maintain people’s and staff’s safety.
 

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.
However, some people said that sometimes they did not receive a regular staff team. One person said, “Every week the faces are different, it makes [person] feel vulnerable.”
Some other people were worried about staff being late. A relative told us, [Family member] has two carers and sometimes one carer has to wait up to one hour for the 2nd carer to arrive.”
However, other people complimented on the reliability of staff, and their ability to support them. One relative said, “The carer is excellent, on time, enthusiastic, she gives me feedback, she is everything [family member] needs.” Another relative stated, “[Family member] doesn’t understand danger, the carers know how to protect [them] from harm”.
We saw the provider followed a safe recruitment programme to ensure they employed appropriate staff., One staff member said, “We had disclosure and barring service (DBS) checks and references, then I did training and shadowing and we learnt from other staff. [Managers] show up to do spot checks on us. They feedback if you are doing good or not so good. They also call the clients as well to see how they feel about the staff.”
Staff reported they received thorough training along with continuous support. A training matrix was in place to monitor completed courses and highlight when refresher training was needed.
 

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 and relatives told us staff used aprons and gloves when they provided support. One person said, “The carers wear personal protective equipment [PPE] when appropriate. They ensure the environment is left clean and tidy.”
Staff explained they received training in infection control, and they followed infection control guidance. They also ensured PPE was used when they supported people, such as gloves and aprons. Staff confirmed there was always enough PPE available for them to use. One staff member said, “I have enough PPE, I can just go in and pick it up.” This meant people were protected from the spread of infection.
 

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning their support, including when changes happened.
Staff knew how to administer medicines safely and in line with people’s preferences. They were trained to do this and had their competency to do this checked regularly. Audits were in place to help make sure medicines were being managed effectively. The management team and staff were trained in Stopping Over Medication of People with learning disabilities, autism or both (STOMP). STOMP is a national NHS initiative aimed at reducing the inappropriate use of psychotropic medications in these populations.
People had protocols and guidelines in place for ‘as and when required’ (PRN) medicines. Staff made sure any specific guidelines for medicines were in place and being followed. Where people needed specialist medication, for example, emergency medicine for an epileptic seizure, the staff received person centred training for the individual needing the medication.
One staff member said, A new [person] has oxygen, so we are learning how to help them with the oxygen. Another staff member said, “I do the medicines, and we have spot checks just for the medicines they just watch me and give guidance as we go along.”