Optimam Complex Care

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 registered 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.

A learning culture was evident at the service. Relatives told us the provider was responsive to all aspects of care, including safety, and they had no concerns.

Staff told us that they knew how to report any incidents, accidents or untoward events. They told us any changes to practice or learning from events was shared. One member of staff told us, “The company puts a strong emphasis on safety and risk awareness. If there is ever an incident or accident, it’s taken seriously and reported promptly. Learning is always shared through team meetings, supervision, or internal communication so everyone can improve and prevent similar situations in the future.”

The provider’s systems enabled effective recording, investigation and learning from any untoward events.

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.

Children, relatives and healthcare partners were involved in the assessment and commissioning of services. One relative told us, “We have had conversations with the management and council about [the support] needed. We have had all of the necessary conversations with the lead nurse.” Another relative told us, “I have spoken with the care manager, discussed my [relative’s] hospital stay and plans for care returning home.”

We saw care plans included information from all those involved in the delivery, and oversight, of the care being provided to each child.

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.

Relatives told us they had no concerns regarding staff’s ability to provide safe care or treat children with respect. One relative told us, “Staff understand [child] very well. We are grateful they (staff) understand [their] routine and go the extra mile in the way they [support them]. They give [them their] space.”

Staff knew how to recognise and respond to any safeguarding concerns. One member of staff told us, “We are trained to recognise signs of abuse and take it extremely seriously. We follow clear safeguarding procedures and know exactly who to speak to and how to escalate concerns.”

The provider had a system to report and record any concerns raised. Staff spoke of a designated safeguarding officer and knew where to access additional support if needed.

All staff had undertaken safeguarding training, and an up-to-date policy was in place.

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.

Relatives told us they felt potential risks to health, safety and wellbeing were managed well. One relative told us, “The lead nurse has a meeting with the carers if there is an immediate issue they need to know about. Carers immediately highlight any issues and are quick to remedy it.” Another relative told us, “If there is a change or alteration outside of the routine, they (staff) do a risk assessment and feed back to me about things I might not have considered. If I have an opinion, it is incorporated.”

Risk assessments were detailed, personalised and contained robust guidance for staff to follow. Observations and competency checks were completed to ensure that staff were completing tasks required and guidance was being adhered to. Staff confirmed they were able to contribute to the management of risks. One member of staff told us, “I share any concerns or suggestions during handovers or with the team, which contributes to updating the care plan or adjusting risk assessments if necessary.”

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

Assessments of potential risks in the home environments were completed and reviewed.

The provider had systems for staff to report any concerns, which enabled them to take prompt action to ensure the safety of both children and staff.

Relatives confirmed staff completed checks on equipment, which assured them on the management of safety. One relative told us, “They (staff) methodically check supply. They are tracking the [medical equipment] box and monitoring everything.”

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.

Relatives gave us positive feedback when speaking about staff. One relative told us, “I appreciate how much training the new carer received. Only when we were happy for [them] to do a solo shift, did the new carer start. They really listen to the parents.” Another relative told us, “[Relative] is only looked after by the same, professional people. We have a very good relationship with them.”

Relatives confirmed that care and support was provided by consistent staff and was completed in a timely manner which met the child’s needs.

Staff received a wide range of training. This was supported by observations and competency checks during their work and via supervision meetings. One member of staff told us, “Training is ongoing and tailored to the needs of the individuals we support. I’ve had access to mandatory courses, specialist learning, and regular refreshers. I attend supervision sessions, where I can raise concerns and receive guidance. Occasionally, seniors observe my work and provide helpful feedback to support development and ensure quality care.”

Staff recruitment was safe and all essential pre-employment checks were completed prior to a staff member starting work.

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.

Relatives raised no concerns or issues when asked about hygiene or infection prevention and control (IPC). One relative told us, “Personal care, cleaning, administering medication, they are spot on it!”

Staff confirmed they had access to personal protective equipment (PPE) when needed and were provided with clear guidance and training.

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.

Children’s preferences as to how they wished to be supported with the management and administration of their medicines was included in care plans, where this was an identified need. This helped to ensure staff were following agreed procedures around medicines administration, as determined by the prescriber.

There were regular audits of medicines and associated records.