Offices, Bowbrook House

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.

This is the first assessment for this service. This key question has been rated 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 service had a proactive and positive culture of safety, based on openness and honesty. Concerns about safety were investigated and reported, if needed, to ensure people received safe care. Lessons were learnt to identify and embed good practice. One person told us they had fallen a couple of times in their own apartment. They went on to say it was no one’s fault but the management team helped them by making some adaptations to their home. This included the provision of an additional hand grip which they found to be very helpful and reassuring. The management team analysed all incidents, accidents or significant events to identify any areas which could be improved or changes which could be done to make sure peoples experiences were safe.

The service 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. Not everyone receiving care from the provider needed staff or management to support them accessing additional healthcare, as they could often do this for themselves. One person told us they make their own GP appointments but if they were having difficulty the staff would help where they could. The management team had systems in place to pass the accurate information to the relevant organisation in a timely way to ensure safe care continued between all those involved, including in the event of an emergency.

The service worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They 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 service had systems in place to share concerns quickly and appropriately. All those we spoke with told us they felt safe with the staff supporting them. Staff members had been trained in identifying abuse and ill treatment and knew what to do if they suspected wrongdoing. For example, to support the person to contact the Police or the Local Authority if they were worried about anything. The management team had systems in place to act on any concerns raised with them.

The service worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. People told us they were involved in assessments of risk associated with their care and support. For example, people had assessments associated with the risk of trips or falls, mobility, diet and nutrition. When people had individual needs, these were assessed and care plans were adapted on a personal basis. One person told us about their specific health and how they spoke with staff regarding their understanding on how to safely support them. They found this empowering as they felt able to educate staff regarding their health and felt in control of the support they received.

The service detected and controlled potential risks. They made sure equipment and facilities supported the delivery of safe care. People remained responsible for their own homes and their tenancies. Staff supported them by completing environmental risk assessments to ensure their care and support was delivered safely. One person told us they had recommended a couple of adaptations to their apartment to staff. The staff were able to liaise with the management team who supported the person to direct the changes they needed. This person went on to tell us, “I feel very safe. I can’t think of anything else at all to make me feel any safer.”

People’s care and support was provided by skilled and experienced staff, who received effective support, supervision and development. One person said, “You can’t fault the staff. They are all very good and know how to work together. I have no concerns about them whatsoever.”

Staff worked together well to provide safe care that met people’s individual needs. The provider had systems in place to address any concerns with staff including retraining and disciplinary processes if required. The management team followed safe recruitment procedures.

The service assessed and managed the risk of infection. People were supported by staff who had received training in infection prevention and control and knew how best to support them in a safe way. One person told us they had a very good understanding of infection prevention and control and believed staff were “spot on” with their practices. Staff had access to equipment to support them in delivering care in a safe way.

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Not everyone needed support with their medicines. When they did this was given as prescribed by a trained and competent staff team. One person told us, “I often forget what I am supposed to take but [staff] are there to help me and always tell me what they are for and make sure I take them.”

Staff had received training on how to safely support people with their medicines and were assessed as competent before assisting them. Staff knew how to identify and report any potential errors. The management team had effective procedures in place to address and correct any errors to ensure people received safe support with their medicines. Any incidents were investigated by the management team and any changes or lessons were passed to staff to minimise the risk of harm to people.