Superhealthcare

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.

The provider demonstrated a strong, proactive learning culture where safety is a top priority. Staff are effectively trained to remain vigilant and spot early signs of physical or cognitive decline. For example, during a recent incident where a service user's health deteriorated and resulted in a hospital admission, staff told us they used their training to identify changing needs, such as confusion, and took immediate action.

The registered manager responded to all incidents quickly, professionally, and transparently. Lessons learned from these events were routinely shared with the workforce during team meetings and supervisions, to improve daily care practices. Staff expressed high confidence in leadership, stating they felt empowered to raise concerns at any time and knew their voices were valued. Incidents are consistently reviewed and discussed as a team to drive continuous improvement and reduce the risk of future recurrence. A staff member told us, “Every time an incident happens, it is recorded and reported. Management review them so we can all learn from what has happened and improve how we work.”

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.

The provider demonstrated strong multidisciplinary working and robust communication channels with external partners to ensure seamless care transitions. Superhealthcare Ltd collaborated effectively with external professionals, responding promptly to referrals, queries, and requests for information. This timely and proactive exchange of data ensures that care planning remains coordinated and risk-assessed at every stage of a pathway. As a result, individuals experience safe, well-managed transitions between services, which directly contributed to positive, sustained health and wellbeing outcomes. A healthcare professional told us, “Communication with the service has been timely and effective, with staff responding promptly to referrals, queries, and requests for information. This has supported coordinated care planning and contributed to positive outcomes for individuals.”

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 are well-trained and confident in protecting people from harm, demonstrating a solid, up-to-date understanding of abuse types. Concerns are swiftly escalated and reported to the Local Authority. Staff shared, “The safeguard training helps me recognise, report, and respond appropriately to any safeguarding concerns, ensuring the safety and wellbeing of the people I support.” and “I have completed safeguarding and refresher training. I use this knowledge to recognise concerns, respond appropriately, and report any issues following the correct procedures.” People receiving care felt secure, stating, “I definitely feel safe with the carers. I have never had to raise any concerns about safety.” A relative added, “[name] feels safe with the carers because they know what is best for [name].”

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.

The provider worked well with people to manage risks safely. Comprehensive risk assessments covered all aspects of care. Care plans gave staff clear guidance on how to spot and manage risks, including how to support people through emotional distress or sudden illness. Staff understood people's risks and knew exactly where to find this information. When a person’s needs changed, the registered manager shared the updates quickly through internal messaging and team meetings. This collaborative approach meant people felt safer and maintained greater independence in their daily lives.

People and their relatives confirmed they were actively involved in this process. One person told us, “There’s a WhatsApp group consisting of myself, carers and the manager. Between us we get things updated.” A relative shared, “I am involved in Care Planning. Recently, when it became apparent that things were changing, a big meeting was held which involved Social Services. The agency is flexible.” A staff member said, “In the care plan and risk assessments, we have all the information that reflect all daily needs, goals, risk assessments and history. We report all changes and the registered manager updates as and when needed.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

People received safe, personalised care in their own homes from Superhealthcare Ltd staff. To ensure a secure care environment, comprehensive environmental risk assessments were completed for each property. These assessments effectively identified potential hazards and established robust control measures, promoting the physical safety of both the people receiving care and the staff providing the support.

Staff demonstrated a strong understanding of their responsibilities to maintain safe surroundings. They confirmed that if they identified any new hazards regarding the property or the equipment being used, they would escalate these concerns promptly to management for action. The registered manager was highly responsive to these escalations, ensuring that any maintenance or environmental risks were addressed swiftly to prevent accidents or injury.

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.

The provider followed robust and safe recruitment procedures to ensure staff were suitable for their roles. A review of staff files confirmed that full work histories had been gathered and two professional references were sought for each employee. Disclosure and Barring Service (DBS) checks were systematically carried out before staff started working with people. For overseas employees, the service secured additional necessary checks from the Home Office to guarantee safe recruitment practices.

Staff were trained, competent, and well-equipped to deliver safe, person-centred care. Superhealthcare Ltd prioritised specialised training, ensuring staff developed advanced skills. The registered manager actively monitored staff skills through competency assessments, shadow shifts, and unannounced spot checks. Staff spoke positively about the support they received. One staff member told us, 'My induction was thorough and gave me a good understanding of my role and responsibilities, helping me feel confident when I started.' Another employee added, 'The training is relevant and supports my daily work. If I need further training, I can request it through management.”

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.

The registered manager ensured that Personal Protective Equipment (PPE) was readily available and consistently used to maintain hygiene standards. Staff easily accessed and collected all necessary supplies from the main office, ensuring they always had the correct PPE to deliver care safely and protect people from risk. Staff were knowledgeable and well-trained in infection prevention and control (IPC) practices.

The provider ensured all staff completed up-to-date IPC training, and team members demonstrated a clear understanding of their role in reducing the risk of healthcare-associated infections. This proactive approach ensured that people received support from a staff team that strictly adhered to current best practice guidance. Staff shared comments such as, “I understand when and how to use PPE appropriately to protect both the people I support and myself from infection risks,” and “PPE is always available and clear guidance is provided on how to use it correctly.”

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.

Staff followed robust procedures for administering medicines, ensuring people received the right dose at the right time. The provider maintained clear records and closely monitored any changes to prescriptions, updating care plans immediately so the staff team remained fully informed. Staff are trained, assessed as competent, and take a thorough approach to administration, including waiting to ensure medicines are successfully taken before leaving. People and their relatives expressed high levels of satisfaction and confidence in how their medicines were managed. One person shared, “There have been so many changes with my medicines, but the carers are up to speed.” Another person highlighted the staff's diligent approach adding, “The staff are very thorough with my medication. They remind me and make sure I take it in their presence.”
A relative confirmed the support provided, stating, “I am very happy with the carers. They look after [name] – shower, dress and gives them their medicines.”