Promised Care Limited

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 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 had systems to record, review, and analyse accidents, incidents, and safeguarding concerns. A staff member told us, “I maintain daily logs, and [registered manager] checks what I am doing and what I have written in the logs.” The registered manager understood how to use learning to reduce risks and improve safety. They shared with staff through daily conversations and team discussions and guidance.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They understood continuity of care, including when people were to move between different services.

The provider assessed people’s needs before they started using the service. They developed care plans that reflected people’s current health needs. People were supported to access healthcare services in a timely manner. The registered manager worked closely with people using the service and their relatives. They knew when to involve external professionals to ensure safe pathways in line with people’s changing needs. For example, if the person’s health declined, the registered manager said they would make referrals to social services as needed.

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 were protected from the risk of abuse. One person told us, “They just support you how you want it to be. Yes, everything is fine.” Staff understood their responsibility to identify and report any concerns. A staff member told us, “If I suspect abuse, I would find out what is happening, inform my office, make a note. If nothing is done, I can report to Care Quality Commission.” Staff received safeguarding training. The registered manager understood when and how to involve the local authority in response to safeguarding concerns.

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 were supported in ways that reduced the risk of avoidable harm. A person told us they were happy staff managed risks in line with their support plan and said, “[Care staff] know what they are doing. Very good.” The registered manager involved people and their relatives and undertook risk assessments and developed management plans to ensure staff provided care safely. Care plans contained details about tasks people could safely do for themselves and when they required support. For example, managing their own medicines and personal care. Records confirmed staff followed guidance and managed risks to people safely.

The provider detected and controlled potential risks in the care environment. They made sure facilities and technology supported the delivery of safe care. The registered manager ensured people had access to appropriate equipment which met their needs. The provider assessed people’s home environments, and staff supported them to maintain safety and reduce risks. Risk assessments identified trip and fire hazards.

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.

People were supported by enough staff. A person told us, “[Care staff] know the routine, what I want. They know what they are doing.” People told us staff were punctual and did not rush. A person told us, “I find them on time.” People were happy that the same staff provided their care, which gave them consistent and reliable support. Staff received rotas in advance and reported that staffing levels were sufficient. Staff were safely recruited, trained, and suitable for 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. Staff were trained in infection control and followed good hygiene practices. A staff member told us, “I put shoe covers and gloves and masks when dusting and things.” Staff supported people with household tasks and cleaning.

Staff were provided with and used personal protective equipment (PPE) such as aprons and gloves to prevent contamination and risk of infection. The staff told us the registered manager carried out spot checks, held team meetings and reinforced infection control to ensure consistent use of PPE.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. The registered manager undertook assessments of people’s medicines. At the time of the assessment staff were not supporting people with their medicines. People self-administered their medicines. Staff reminded people to ensure they took their medicines as prescribed. Staff were trained to manage people’s medicines and had their competency tested. Medicines policy and procedures were reviewed when needed.