Bhandal 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. 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 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.

Accidents and incidents were reported and appropriately investigated by leaders. Records demonstrated that learning was identified where future risks could be mitigated. For example, refresher training for staff.

People and staff were encouraged to raise concerns and felt they would be listened to. One person told us, “If I contact [the service] they get back to me and do not pass the buck, they are not defensive. They do listen and [management] sometimes come out to check on things.”

People transitioned into the service safely and the provider worked in collaboration with people, families, professionals and other agencies to ensure people’s care and support needs were understood and recorded.

The registered manager completed a pre-admission assessment with people and their families. They also ensured they carried out the initial visit with staff to ensure a smooth and safe transition. People confirmed they were involved in their care planning and their views were listened to as to how they wished to be supported. One person told us, “I have no complaints, and the managers came round to tell us about what would be happening before the carers came.”

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Leaders completed internal investigations where concerns around potential abuse were identified, to ensure actions to improve safety were promptly identified. Staff had received safeguarding training and understood their role in protecting people’s right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

People told us they felt safe using the service. A person told us, “We feel safe with the carers and have no problem with them at all.” Another said, “I feel safe with [staff], we have a good rapport and anything I ask for I get.”

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.



Risks to people were identified, assessed and regularly reviewed. For example, moving and handling risk assessments were in place for people who required support and equipment to transfer safely. Care records were person centred, and clearly documented people’s preferences on how they wished to be supported day to day. People were involved in their care planning. Where people required support to understand and be involved in care reviews, the provider made sure this was accessible, such as providing easy read formats for people with a learning disability.

The provider detected and controlled potential risks in the care environment. They made sure equipment, and facilities supported the delivery of safe care. Risk assessments were in place for people, their home environments and any equipment used in the delivery their care and support. Additionally, people’s care records had guidance on ‘finishing touches’ for staff to ensure people were left in their homes comfortably. This included ensuring the property was suitably heated, well-lit and secure.

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.

Care calls were efficiently scheduled, and systems were in place to monitor care calls.

Staff were suitably trained and received support by way of regular competency checks and supervisions.

People told us staff were punctual. A relative said, “They never miss a visit and always turn up on time.” Another person told us, “[Staff] are flexible and will come at different times to fit around my hospital appointments.”

Staff told us staffing levels felt safe. One staff told us, “We have enough staff to care for all the clients we look after, and the team works well together to ensure that care is delivered effectively.”

The provider recruited staff safely.

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 understood how to protect people from infection by wearing the correct protective equipment. People told us staff followed best practice infection prevention and control (IPC) guidance when supporting them. One person told us, “They wash their hands and wear gloves and aprons.”

An up-to-date IPC policy was in place and staff had received IPC training.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences.



Medicine audits were completed by the provider and staff were up to date with medication training and had their competencies assessed. People were happy with the support they received with their medicines. One relative told us, “They keep me updated about [person’s] condition and will let me know when we need to order more medications.”