Ablecross Limited Also known as Ablecross Care Services

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 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 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 demonstrated a proactive and positive culture of safety, rooted in openness, transparency, and continuous improvement. Staff actively listened to concerns, investigated safety events thoroughly, and ensured that incidents were reported appropriately. Learning from these events was embedded into practice to promote ongoing development and the adoption of best practices.

The registered manager shared, “Our organisation has always prioritised learning from accidents, incidents, and complaints. A recent complaint highlighted the need for strengthened governance, leading to the creation of a more robust governance team comprising a leading health and social care expert, a safeguarding specialist, and a qualified clinical lead nurse. We have since appointed a Clinical Nurse Lead dedicated to overseeing these areas, ensuring a robust and effective approach to learning and improvement.”

The provider worked with people and healthcare partners where required 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. The registered manager told us, “Smooth pathways for mobilising a move from our service has no one fits all pathway and is instead managed in various ways driven by situation. However, the priority for us will always be the safety of the person, the safety of data and the safety of the new provider where there are behaviours that must be managed well. We share relevant information with any new providers in accordance with all relevant consents, permissions, Data Protection and GDPR protocols etc which we are confident we would safely manage whether hard copy or digital.”

People and relatives told us they felt safe with the staff who supported them. Comments included, “My relative is safe I have no worries or concerns. The quality of care is better than what we had before”, “With the carer, my husband feels safe and comfortable.” And “I feel comfortable with them [care staff].”

Staff understood their responsibilities to report concerns and whom to if they had concerns about abuse. Comments included, “I stay alert for signs of abuse like unexplained injuries, changes in behaviour, withdrawal, or fear around certain people. If I notice anything concerning, I report it immediately to my manager or safeguarding lead. And “I monitor for signs of abuse by observing changes in behaviour, mood, or physical appearance. For example, unexplained bruises or fearfulness may be a concern. If I notice anything, I report it straight to my manager.”

Policies and procedures regarding safeguarding and whistle blowing were in place. The registered managers told us staff had full access to policies and procedures through an app on their devices. An app, short for application, is a software program designed to perform specific tasks or functions on an electronic device like a smartphone, tablet, or computer.

Staff had received safeguarding training, and the senior leadership team kept an overview of any safeguarding concerns. Where safeguarding concerns had been raised either by the service, partner agencies or via the local authority, appropriate processes were followed to ensure they were investigated with any action taken and outcomes.

The service had established systems to assess individuals and identify any associated risks. Care plans provided comprehensive guidance for staff on managing risks related to each person’s care and support. Risk assessments were regularly reviewed and updated to ensure they accurately reflected the individual’s current needs. Staff demonstrated awareness of these risks and described proactive measures taken to stay informed. One staff member stated, “Before visiting, I read all the notes and contact carers familiar with the round to learn more about the person. They notify us of any changes, either by calling or texting.” Another added, “The senior team provides us with all the necessary details, including risk information. When I arrive, I feel confident about what I need to do.”

The provider actively identified and managed potential risks within the care environment, ensuring that equipment, facilities, and technology were fit for purpose and supported the safe delivery of care. Environmental risk assessments were carried out in individuals’ homes to identify hazards and implement appropriate risk reduction measures. These assessments included clear actions to mitigate risks to people, staff, and visitors, particularly in emergency situations. For example, they documented the precise locations of shut-off valves for water, electricity, and gas supplies to enable swift and safe responses when needed.

The provider ensured sufficient numbers of qualified and skilled staff, supported through supervision and ongoing development. Staff worked collaboratively to meet individual needs, and most people and relatives expressed satisfaction with the care provided.

Some concerns were raised by people and relatives about staff continuity, lack of notification for late visits, and staff speaking in their native language while using mobile phones in people’s homes, which some people found uncomfortable. The provider responded promptly by initiating welfare reviews to identify and resolve concerns. They confirmed a no-phone policy is in place, stating: “This is clearly stated in the carers’ handbook, and staff are continually reminded of the importance of maintaining the highest standards of professionalism and care. Any breaches of this policy will be dealt with through appropriate action.”

Staffing levels were monitored daily via an electronic call monitoring system overseen by two designated staff. Missed or late calls were tracked, and actions were taken to prevent recurrence.

Safe recruitment practices were followed, including DBS checks and references. Staff completed induction and shadowing, although some had undertaken a high volume of e-learning modules in a single day, raising concerns about training quality. In response, the provider introduced a structured 20-subject mandatory training programme, including the Care Certificate and person-specific specialist training, with improved monitoring of e-learning completion. A newly appointed staff member shared: “I applied online and was invited for an interview. I completed online and physical training, including hoisting and safe moving techniques, and shadowed staff for a period.”

The provider effectively assessed and managed infection risks, taking prompt action to detect, control, and prevent the spread of infection. Concerns were shared with relevant agencies in a timely manner. Staff had completed Infection Prevention and Control (IPC) training and demonstrated a clear understanding of how to apply this knowledge when supporting individuals in their homes. Staff shared examples of their practice, including: “I always wear PPE and dispose of it correctly. I make sure to contact my field supervisor in advance so they can provide me with the PPE I need.” And “I use PPE, like gloves, aprons, and masks when carrying out personal care, handling bodily fluids, cleaning, or when there’s a risk of infection. It protects both the person I’m supporting and myself. After the task, I remove the PPE carefully, dispose of it in the correct bin, and wash my hands thoroughly."

People and relatives told us they/their family member received their medicines where required and on time. Comments included, “They watch over [family member] while they take their medicines,” and “I get help from the same carer twice a day, she knows me better. She also assists me with the medication and food preparation.”

Staff confirmed they had received training to administer medicines and that their competency was regularly assessed. One staff member said, “We do the training, then we do 3-day shadowing where they watch us do the medicines.” Another commented, “The training is 100 percent – it is very good,” and a third added, “They came out to watch what we do after the training.”

There were appropriate systems in place to help make sure medicines were managed in a safe way. The provider was in the process of changing over to an electronic medication system to ensure a more robust oversight and monitoring of people’s medicines. The provider had designated staff members who audited a sample of medicines monthly alongside monitoring the electronic e-mar app in real time to minimise the risk of medication omissions. For example, if a staff member left a visit without administering a person’s medicines the system would alert the office staff. Office staff would then call the staff member to ensure they returned to the person’s home to complete the task. We were assured actions were taken and lessons learned following any medication error or incident. People’s care plans contained clear details about the medicines they took, what the medicines were for as well as when and how they required them.