Care Outlook (Hillingdon)

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 newly 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 procedure to investigate and review incidents, accidents and complaints. The records showed that any learning was identified, and actions were put in place if required. The registered manager told us, “The issue is reviewed, and we look to see if there is anything that could be done better and if there is anything that needs to be shared with care workers. We send out emails to care workers or organise reactional supervision meetings with care workers. The learning is also shared with other branches which could be useful, and policies are amended if required.” Care workers confirmed that when an issue occurred the learning from the investigation was discussed with them. A care worker said, “If we are doing some wrong our coordinator and staff member discuss with us the issue and make us aware for the next time.”

The provider supported people to ensure their needs were met when their care package commenced. The registered manager explained that before they started a care package, they checked to ensure the person’s support needs could be met by the service. The care staff used information from the local authority and discussions with the person to identify their care needs. The registered manager said that the quality monitoring officers introduced the care workers to the person they were going to support. This meant the person would know who would be providing the support they required.

The provider had processes to respond to and investigate when concerns were raised about the care provided and the safety of people. People and relatives said they felt the care was provided in a safe manner. A person told us, “I feel very safe with all the girls” and a relative said, “Yes [family member] feels safe and settled with the care they have.” Care workers completed training on safeguarding adults, and they demonstrated their understanding with comments including, “Protecting people from abuse and neglect and protecting them to live free from any kind of abuse” and “Safeguarding means as a carer we have to protect a person from abuse and neglect.” Safeguarding records show that the provider undertook an investigation when a safeguarding concern was identified and worked with the local authority to resolve any issues.

Risks related to people’s health and wellbeing were identified and risk management plans put in place. A person commented, “I do feel safe with them all. I feel safe because they come in and they say hello [person’s name] and I feel that they know me.” A relative said, “My [family member] is kept safe and well cared for.” People’s risk assessments included guidance for care workers on how they could reduce possible risks. The registered manager explained that when they were assessing risks to a person’s health and wellbeing, they involved the person and their relatives to identify what they felt the risks related to care were. This feedback and the information from the initial needs assessment was used to develop risk management plans for care workers. People’s risk assessments were regularly reviewed.

The provider undertook assessments of people’s home environment. A risk assessment was completed reviewing any issues with accessing the property and any hazards within the home. They also completed a fire risk assessment, and an assessment of any cleaning chemicals used if the care worker provided domestic support to provide the care workers with appropriate guidance.

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. People and relative’s told us they were visited by the same care workers and they usually arrived on time and stayed until all the care tasks were completed. Their feedback included, “We’ve had the same team for a long time” and “My morning carer is the main link and she’s been coming for a long time.” Care workers confirmed they had enough time during each visit with a care worker commenting, “There is plenty of time for each visit and I have requested, and received, more time with client when required.”

The provider had a process for the safe recruitment of care workers which included checks on the applicant’s experience, their right to work in the United Kingdom and a criminal records check. New care workers also completed an induction, shadowing an experience care worker and completing training including the care certificate.

The provider assessed and managed the risk of infection. Care workers confirmed they had completed infection prevention and control training, had enough personal protective equipment (PPE) which was used when providing care. People and relatives confirmed care workers used PPE when providing care. People’s comments included, “They use an apron and gloves, wash their hands to stay safe” and “They do always wear gloves and I've seen them change the gloves between different jobs that they do.” Regular checks of care workers were carried out to monitor if the care workers followed good practice.

People’s medicines were administered as prescribed and in a safe manner. People’s care plans identified if they wanted to manage their own medicines, if a family member administered them or if they required the support of the care worker. There was a list of the person’s prescribed medicines and a body map was completed to show where creams should be applied. People receiving support and relatives confirmed that, if required, care workers supported with medicines administration. Care workers completed records to show when medicines had been administered and if there were any issues such as if the person refused their medicine. Care workers confirmed they completed medicines administration training, and they felt confident when providing medicines support. A care worker commented, “We are always updated by medicine training and supervision and they clearly written in care plan.” Competency assessments and observations were also carried out to monitor the care worker’s skills and knowledge. The registered manager confirmed there was a staff member who was identified as medicines champion who supported care workers with a 1 to 1 meeting to discuss a person’s medicines support needs before their first visit.