Hall Road

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 inspection 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. Relatives were comfortable raising safety concerns with staff and assured that appropriate action would be taken in response. A relative told us, “We have been made to feel important as I am my [family member’s] voice.” Staff were continually encouraged and supported by managers to raise safety concerns when required. The registered manager told us, “I made sure I have an open-door policy and use meetings to talk about things that have been happening, including events and incidents, and making sure we have an open discussion about these and where we could improve.” Systems were in place to support staff to report and record safety concerns and events when these arose. Records showed learning from safety concerns and events was used to help staff improve the quality and safety of the support they provided to people.

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. Comprehensive information was obtained from people, and others involved in their care, about their individual needs and risks to their safety. As a result, people had individualised care and risk management plans which helped to ensure they would receive safe and appropriate care and support. A healthcare professional, who supported a person using the service, told us they had worked with staff to develop a comprehensive view of the person’s needs so that they could tailor the support they wished to provide to maintain the person’s comfort and safety. They said, “People have a range of needs, and it isn’t easy when you first start (working with people) but the staff were very good. They always have one of the staff allocated to me to support me with the person and this helps with communication and for encouraging the person to engage with me and the (support) I want to provide.”

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 treated well and safe at the service. A relative told us, “I have no concerns about [family member’s] safety. I have a good relationship with the staff, and I come here often and I see that [family member] is happy with the staff. When I take him home, he always expresses a desire to come back so this is the best thing and approval he can give that he feels good here and this is home.” Another relative said, “The signs are there that [family member] is safe, well looked after and happy.” The atmosphere within the home was relaxed and friendly. People were comfortable with staff and with each other. Staff were alert to any changes that might indicate people needed support for any anxiety or discomfort they might be experiencing. Staff understood how to safeguard people and systems were in place to help them make timely referrals to the relevant persons and agencies. Managers worked proactively with the relevant agencies, when a concern was raised, and took appropriate action to safeguard people from further risk, when this was required.

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. The provider had made improvements since our last inspection and no longer in breach of regulations. Systems had been improved to ensure risk to people was continually assessed, monitored and reviewed. People’s records contained current, up to date guidance for staff about how to manage identified risk to people and keep them safe. Staff understood how risks to people’s safety and wellbeing should be managed, to keep them safe when taking part in activities and events of their choice. A staff member told us, “So, if you go into their care plan these detail all their needs and we read through this and this tells you how to support people. So, for [person using the service] I make sure I am always with her and monitoring her as she is at risk of falls.” When people were at home, staff were aware of where people were and remained present and available in case people required their assistance.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. The provider had made improvements since our last inspection and no longer in breach of regulations. Restrictors on first floor windows were now more suitable and helped reduce the risk of people falling from height. Issues related to drainage from the ground floor wet room and the suitability of the laundry room had been addressed. The home had been refurbished and redecorated in line with people’s choices and preferences. A relative told us, “They have improved the house inside and outside.” Another relative said, “Since that last inspection there has been a steady pace of improvement which we are pleased about especially in terms of the decoration.” The environment was tidy and free from unnecessary trip and slip hazards. The layout supported people to move around in comfort. This was especially important for one person, who liked to move around the home in bare feet. Safety systems and equipment were maintained and serviced at regular intervals. Prompt action was taken to address any safety concerns identified. This helped to ensure the environment, and equipment used, remained in good order and safe for use.

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 were assured that people were well supported by staff at the service. A relative told us, “The staff team are excellent. A lot of them have been with [family member] a long time and his main keyworker has worked with him for years and quite frankly there is no one that we trust more than her to look after [family member].” Another relative said, “The staff team are good and know [family member] well.” Staff had been provided relevant training to meet people’s needs. They worked well together to provide people with the care and support they needed. Staffing levels were planned based on people’s dependency and individual needs. Managers made sure people received care and support from the same staff where possible to maintain consistency in people’s care and support and daily routines. Staff were supported through regular supervision to continually improve in their role. The provider operated safe recruitment practices and only suitable staff were employed to work at the service.

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. People were supported to live in a clean, hygienic environment. Staff received relevant training and knew the processes to follow to minimise the risk and spread of infection. Staff had access to resources and equipment to help them reduce infection risks. Staff maintained cleaning and food safety records to detail measures taken to reduce infection risks. The provider’s infection prevention and control policy was current and reflected national guidance. Managers undertook regular audits and checks on staff’s practice to make sure these were in line with policies and current guidance. The registered manager told us, “I do spot checks every morning that staff are following policy and practice. I stopped some poor practice where staff were wearing personal protective equipment (PPE) all the time, so I stopped this.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. The provider had made improvements since our last inspection and no longer in breach of regulations. Medicines were now stored safely at the service. Systems were in place to ensure regular audits and checks were undertaken, to ensure medicines remained safe at the service. People received their medicines safely and as prescribed. Medicines stocks, balances and records showed people now consistently received the medicines prescribed to them. Staff had received relevant training, and their competency was regularly checked to ensure they managed and administered medicines safely. A staff member told us, “We have had training in medication. I think we are well trained. We are checked regularly. Medication is very important. You have to be sure as you can’t make mistakes.”