Sandown Court (Care Outlook)

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 re-registered service which was taken over as going concern by a new provider in November 2023.

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.

People and relatives were encouraged and supported to raise safety concerns with the provider. Managers and staff understood the importance of reporting safety concerns and learning lessons when things went wrong. A staff member told us, “The managers are always reminding us to let them know about any concerns we might have.”

Systems were in place to support staff to report and record safety concerns and events when these arose. Managers investigated safety concerns and events and used the learning from these to support staff to continually improve their practice, reduce risk and keep people safe.

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.

Information was obtained from people, and others involved in their care, about people’s individual needs and risks they might face. This was used to develop individualised care and risk management plans to ensure people received safe and appropriate care and support from the moment they started to use the service. A relative told us, “My [family member] move to Sandown Court was a seamless transition.”

The provider worked with people and external health and social care 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.

Managers and staff understood how to safeguard people. They knew how to recognise and report abuse and were able to articulate how they would spot signs if people were at risk of abuse or harm. A member of staff told us, “To keep people safe from abuse or neglect, I stay alert to any signs that something might be wrong, such as changes in behaviour or unexplained injuries. If I notice anything concerning I document it clearly and report it right away to my line manager or the safeguarding lead.” People told us they felt safe living at this extra care housing scheme. One person said, “It’s a very safe place to live and there’s always plenty of staff on-hand to help me if I need them.”

Managers worked proactively with the relevant external agencies, when a concern was raised, and took appropriate action to safeguard people from further risk, when this was required. An external care professional told us, “We have no safeguarding concerns about this scheme and have every confidence in the managers and staff who work there to recognise and raise any safeguarding issues they might come across.”

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.

Staff were aware of the risks people might face and the steps they needed to take to prevent or safely manage them. Staff were attentive and alert to any changes that might indicate people needed support for any anxiety or discomfort they might be experiencing.

People’s care and risk management plans contained current information and guidance for staff on how assessed risks should be managed to keep people safe. A staff member told us, “People’s risk prevention and management plans are easy to follow and they really help us ensure people can continue to take reasonable risks and remain safe.” Systems were in place to ensure risks to people were continually assessed, monitored and reviewed.

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

Effective arrangements were in place to monitor the safety and maintenance of the premises, which a Housing Association as the property's landlord was responsible for. This ensured the building and equipment was maintained and serviced at regular intervals. The Housing Association told us, “Communication between us and the provider takes place daily to ensure any safety concerns within the building or customers’ flats are well-managed.”

There was clear guidance available to staff to follow to help them deal with emergencies. We saw personal emergency evacuation plans were in place to help staff evacuate people in the event of a fire and staff routinely participated in evacuation drills of the building. Manager told us people living at the scheme are all offered neck and pull string alarms so they can immediately contact staff in an emergency. There is also a buzzer system on the buildings entrance, so no one can access the property without permission.

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.

The provider operated safe recruitment practices and only suitable staff were employed to work at the scheme.

Managers ensured people received continuity of care and support from the same group of staff who were familiar with their needs, wishes and daily routines. A person said, “I have the same carers all the time who come and support me in my flat every day.” An external care professional added, “The provider is good at retaining staff which means they continue to experience extremely low rates of staff turnover. This enables them to provide our clients with continuity of care.”

Staff had enough time to undertake their duties and provide people with the care and support they needed. One person said, “All my carers come and see me when they’re supposed to, do every task they agreed to do and always do a really good job.” A member of staff added, “The managers coordinate our calls in such a way that we have enough time to get to each of our call visits on time and complete all our duties properly without feeling rushed.”

Staff were supported with their learning and development needs and encouraged to continually improve in their role. An external care professional told us, “The scheme ensures staff have all the relevant training they require to meet each person’s needs.” A member of staff added, “The training we receive here is always relevant and its constantly being updated so we know exactly how to support the people we look after and keep them safe.” Managers ensured staff had at least one formal individual supervision meeting, their overall work performance appraised, and their working practices observed twice annually, or more frequently if required.

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 had received relevant infection control and food hygiene training, which meant they 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. People told us staff wore appropriate personal protective equipment [PPE] when they supported them with any personal care and their flats were routinely cleaned by the domestic staff. An external care professionals told us, “Each individual flat is kept clean to a very high standard.” The provider’s infection prevention and control policy was current and reflected national guidance.

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. Medicines systems were well-organised and safely managed. Medicines stocks, balances and records showed people consistently received their prescribed medicines as and when they should. People confirmed they received their medicines as they were prescribed. People who chose to and had been assessed as capable of managing their medicines safely on their own were supported by staff to self-medicate. One person said, “I can look after my own medicines and I can ask staff if I need any help.” A relative added, “I'm impressed my [family member] medicines are always ordered on time and administered correctly.”

Care plans included detailed guidance for staff about how people needed and preferred their medicines to be administered. Staff received relevant training and their competency to continue managing medicines safely was routinely assessed. This meant they were clear about their roles and responsibilities in relation to the safe management and administration of medicines. There were regular audits of medicines at the service. This included regular checks of staff’s practice to ensure they remained competent and safe to administer and manage medicines.