Aster 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. This key question has been rated good. This meant people were safe and protected from avoidable harm. People received a safe service. Comments included, “He is well looked after. They take the time to have a chat with him whilst doing what they have to with him. We are happy as a family with the care he receives.” People and staff were encouraged to raise concerns. Complaints were taken seriously by the service and used as an opportunity for learning. One person told us the current manager would take immediate action when they raised any concerns and they felt safe, heard and valued by the current management. The provider had systems in place to investigate accidents and incidents to ensure there were lessons learned to embed good practices. Risks to people’s safety were assessed and person centred plans were in place to support people to remain safe. People were protected from the risk of harm or abuse by staff who understood their safeguarding responsibilities. Safeguarding incidents were appropriately reported to the relevant agencies and investigations undertaken. Effective recruitment practices were followed before new staff were employed to work with people. There were enough staff to meet people’s needs. Staff received the necessary training for their role and said they were supported by management and other colleagues.

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.

There was an open and honest culture at the service. Whilst people and their relatives felt comfortable raising concerns, there were mixed comments about communication between themselves, staff and management and how this could be improved. Comments included, “I don’t think they always share information with us. We always have to ask what is going on” and “I am very happy with the staff. They have been keeping me informed on any issues they may have had.” There were arrangements in place to ensure accidents, incidents and complaints were appropriately investigated and reported. These were reviewed by management to ensure lessons were learned resulting in changes where required, that improved care for people. There were arrangements in place for staff to handover information between shift changeovers to ensure people’s care and support needs were consistently met. Records evidenced how the provider was meeting their responsibilities under the duty of candour in relation to notifiable safety incidents.

We did not look at Safe systems, pathways and transitions during this assessment. The score for this quality statement is based on the previous rating for Safe.

People and their relatives told us they knew who to contact if they had any concerns about the care they received. Comments included, “It depends on what the concern is. I would either speak to the senior carer or the deputy manager. My [relative] is now very settled there. He is content and they keep me informed of any changes.” There was an understanding of safeguarding and how to take appropriate action. Staff had received training in how to keep people safe and had the knowledge and confidence to identify safeguarding concerns and act on these. Staff we spoke with knew what actions to take should they suspect abuse was taking place. They were confident that any allegations of abuse would be taken seriously and acted upon by senior management. One senior staff member told us, “I would report any safeguarding concerns to the local authority and log the concerns. Where appropriate, I would complete an investigation. Staff have all had training. I have no concerns with staff’s working practices and would address any concerns if I saw any.” We spoke with the registered manager and deputy manager who were aware of when to report concerns and the processes to be followed to inform the local authority, police and CQC.

People received a safe service. Comments included, “He is at risk with his walking but there is always someone there to support him.” The service worked with people to help them understand and manage risks. Risk assessments were in place to support people to be independent as possible. These protected people whilst supporting them to maintain their independence. One staff member told us, “We plan to have a smaller unit to support people with building independence skills. This unit will enable people to be able to do their own laundry and we can support them to make snacks and simple meals. For some people, the hope is that they will move to more independent living.” There were arrangements in place to keep people safe in an emergency. People had Personal Emergency Evacuation Plan in place to help staff support them should there be a fire or need to evacuate the building. Care plans were person centred and contained information on how to support people who were distressed or anxious in a positive way that respected their rights and dignity. For example, care plans identified where people may need reassurance during times of distress.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

There were robust and safe recruitment practices in place to make sure that all staff were suitably experienced, competent and able to carry out their role. There were enough staff with the right skill mix to make sure people received consistently safe, good quality care that met their needs. We viewed the training records for staff which confirmed staff received training on a range of topics. Staff told us they received training appropriate and relevant to their role and were expected to complete regular refresher training throughout the year. Comments included, “All staff are supported to access the necessary training. Staff have access to different training such as mental health, learning disabilities and positive behaviour support to ensure they have the correct knowledge to assist people living here.” Staff told us they received the support needed to deliver safe care. This included regular supervision, appraisal and team meetings. Comments included, “I like the manager, they will help and support all the time. I feel valued and heard and can make suggestions if needed.”

We did not look at Infection prevention and control during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Medicines optimisation during this assessment. The score for this quality statement is based on the previous rating for Safe.