Blue Ribbon Community Care (Tyne and Wear)

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.

Accidents and incidents were recorded and analysed to identify trends and patterns and used to mitigate future risks. Staff we spoke with demonstrated they placed great importance on ensuring any action was taken to keep people safe. Staff were supported to reflect on their own practice as part of their personal development.

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.

We saw appropriate referrals had been made to healthcare professionals and staff worked in line with requirements and recommendations they suggested. This had a positive impact on people's care and support. Plans were reviewed regularly to ensure they met people's current needs.

The provider had electronic systems for monitoring calls attended and care and support provided. Systems alerted the office team to any missed calls or missed medications or activities so action could be taken quickly to ensure people were safe and had their needs met. In the last 12-month period there had been no missed calls.

People spoke positively of the referral process which showed how the collaborative approach between hospital-based staff and the service worked in practice. A relative commented, “[Person] wasn’t getting the best care before we had Blue Ribbon, but they made it so easy, we went through everything, all [persons] needs, what time they would come, how long they’d stay, it was great.”

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 felt safe with the staff that supported them and felt able to raise any concerns. Staff had received safeguarding training, to ensure they had up to date information about the protection of vulnerable people. The registered manager demonstrated an understanding of their safeguarding role and responsibilities. They explained the importance of working closely with commissioners, the local authority and relevant health and social care professionals on an on-going basis.

There were clear policies for staff to follow. Staff confirmed they knew about the safeguarding adults’ policy and procedure and where to locate it, if needed.

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.

People and their family members felt fully involved in the assessment of risk. Risks were assessed and managed. For example, risks of developing pressure sores, and risks associated with eating and drinking. Where risks were identified, management plans were in place, so staff knew what to do to keep people safe. Managers reviewed and updated risk assessments regularly or as soon as changes to people’s needs were identified.

The registered manager provided examples of action they had taken in response to emerging risk. For example, following a decline in health, managers contacted the person’s next of kin to review the frequency and length of call times. Changes were made which effectively increased the persons safety and provided reassurance to person as well as their family.

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 completed and included a detailed breakdown of the risk and how to mitigate it. Personal Emergency Evacuation Plans (PEEP’s) were in place to guide staff in how to evacuate people safely from their properties if required to do so.

Plans to manage risk were in place and was understood by staff. Risk assessments for infection control, fire, and the control of substances hazardous to health (COSHH) were in place and regularly reviewed. Where people had a fall or had mobility problems and required supportive equipment, staff requested a community occupational therapist assessment. Health and safety risk assessments were reviewed at least every 3 months.

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.

Staff received a thorough induction which included completion of a workbook, shadowing, practical assessments and observations to ensure staff were competent to carry out their role well. Staff were recruited safely with all necessary recruitment checks in place. These checks included seeking references from previous employers and carrying out checks with the Disclosure and Barring Service (DBS.) The DBS checks people's criminal history and their suitability to work with vulnerable people.

There was an electronic call monitoring system in place and incidents were identified monitored and used to improve the service. Staff told us they had sufficient time to carry out their visits. One staff member said, “I am given enough time to carry out care tasks safely and with respect. If a person's needs grow, their situation is reviewed and adjustments are made accordingly.”

The provider maintained strong staff retention, with most employees staying for years and building positive relationships with clients and the public. One family member told us, “I’ve known some of the ladies for years when they were looking after my neighbor across the road, Blue Ribbon was the only option for us when we decided to seek support ourselves.”

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 provider’s Infection Prevention and Control Policy set out clear infection control responsibilities for staff. Spot checks were used to observe staff while they were working to ensure they followed infection control procedures correctly. Staff told us the always had sufficient supplies of PPE and understood the importance of following best practice guidance to reduce the risk 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, including when changes happened.

Staff were trained and assessed for competency in managing medicines, ensuring safe practice and clear understanding of their responsibilities. They understood what to do if a medicine error occurred and could clearly explain the process for reporting and responding to incidents. Staff told us they felt confident in this role.

Medicines audits were undertaken to check the quality of medicine administration and medicines competency checks were undertaken to ensure staff members were administering medicines safely.