Nurseplus UK - Andover

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 Requires Improvement. At this assessment the rating has changed to Good. This meant people were safe and protected from avoidable harm.

This service scored 72 (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.

Systems supported the consistent reporting, monitoring and review of incidents, accidents and near misses. Information was recorded in a timely way and reviewed by the management team to identify trends, potential risks and opportunities for improvement. Learning from incidents was clearly embedded into practice, with outcomes shared with staff through supervision, team communication and updates to care plans where required. This ensured staff were informed and able to adapt their approach to reduce the risk of recurrence.

The provider demonstrated a commitment to continuous improvement by using information from concerns and incidents to strengthen practice, enhance care delivery and promote a culture of accountability and openness.

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.

Robust assessment processes ensured all relevant information was gathered prior to care being delivered. This enabled staff to understand people’s needs, risks and preferences from the outset and supported safe, well-planned care transitions.

The service worked collaboratively with healthcare professionals and external agencies to ensure continuity of care, particularly during transitions such as hospital discharge. Arrangements were in place to ensure equipment, support plans and risk management strategies were implemented prior to care commencing, reducing the risk of avoidable harm and ensuring people experienced a smooth and safe transition into the service.

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.

Safeguarding processes were clearly understood and consistently applied. Staff had completed safeguarding training and demonstrated a good understanding of how to recognise signs of abuse, neglect or poor practice. They were confident in how to report concerns and understood their responsibility to escalate issues without delay. A staff member said, “I have never had any concerns about anyone being abused in any way.”

Concerns were shared appropriately with the management team and relevant external agencies, including the local authority, ensuring people remained protected. Systems supported timely escalation and oversight of 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.

Risk management was person-centred and proportionate, enabling people to maintain independence while reducing the likelihood of harm. Risk assessments were detailed and regularly reviewed, providing clear guidance for staff on how to safely support people. A relative told us their relative had used the service for a number of years and expressed satisfaction with their involvement in the care reviewing process.

Staff understood how to adapt their approach in response to individual needs and behaviours. Care records included practical, personalised strategies to minimise risks, such as supporting people in a way that reduced anxiety or distress.

Risk management plans also considered specific clinical risks, such as skin integrity and mobility, ensuring staff had clear guidance on prevention and early intervention.

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 as part of the initial assessment process and were reviewed regularly. These assessments identified potential hazards within people’s homes and ensured appropriate actions were taken to reduce risks for both people and staff during the delivery of care.

The service worked in partnership with external professionals, including occupational therapists, to ensure equipment was appropriate, correctly installed and used safely.

The provider did not always make sure there were enough qualified, skilled and experienced staff.

The provider was actively recruiting to strengthen staffing levels and enhance service delivery. While some concerns were noted around consistency and reliability, particularly with staff continuity and visit timing, there was also clear evidence that where continuity was in place, people felt safe, well supported and confident in their care. One relative said, “The carers are generally good but they are not always on time”.

Positive feedback highlighted strong relationships with regular carers and effective communication, including timely updates where needed. The leadership team recognised areas for improvement and had implemented actions to strengthen recruitment, improve rota management and increase consistency of care delivery.

Recruitment processes were robust, ensuring staff were suitable for their roles, and staff received appropriate induction, ongoing training and regular supervision.

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.

Infection prevention and control procedures were embedded within practice. Staff had completed relevant training and understood their responsibilities in preventing the spread of infection.

Appropriate personal protective equipment was readily available, and staff demonstrated good understanding of when and how to use it. Hand hygiene practices were consistently followed, reducing the risk of cross-infection and supporting the safety of both people and staff.

The provider made sure medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened.

Medicines were managed safely, with clear policies and procedures in place to guide staff practice. Assessments were completed to determine the level of support each person required with their medicines, ensuring independence was promoted wherever possible.

Where support was required, staff followed safe administration procedures and maintained accurate, up-to-date records. Records showed people had received their medicines as prescribed. A member of staff commented, “We receive regular medication training, online and inhouse. I personally feel confident in administering medication safely."