Divine Care Connections Ltd

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

People were kept safe within their homes. Staff attended to people on time and provided care in line with their care plan and risk assessments. Safeguarding was understood by all and lessons were learnt after any incident. Staff had been recruited to the service safely and they received relevant training and support to ensure they had the skills to do their job. Infection control procedures were followed to minimise the risk of infection people may face.

This service scored 66 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff who supported them demonstrated a good understanding of their needs. One person said, “They are very good and know how to do their job.” Relatives were pleased with the level of communication from the service and stated they were informed of any issues or incidents involving their family member. A relative said, “There have been emergency situations and [registered manager] has called me and said they will get in their care and go and check on [family member]. It gives me great peace of mind."

Staff told us they received training that was effective and provided them with the skills to perform the role well. A member of staff said, “[Registered manager] is enrolling us to do different courses, all the training is helpful and makes you understand the job.” The same staff member said, “The support and training really make you understand your duty or responsibility to protect the person.” Staff told us there was openness to learn after an incident and information was shared with all parties involved. Meetings took place where the registered manager discussed with staff what had happened, what measures were to be put in place to prevent an incident in the future.

Learning Culture – processes Systems were in place to support staff to learn from any incidents. The registered manager used team meetings as an opportunity for everyone involved to have reflective practice and review what had happened and to see what could be done to prevent a similar occurrence. The registered manager worked with health professionals such as the GP and social worker after any incidents where necessary. The manager explained how they followed up on accidents or incidents and ensured a record of what had happened was recorded. This further embedded the culture of being transparent.

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 told us they felt safe at the service. One person using the service, when asked if they felt safe said, “Oh yes, I am. I wouldn’t be saying it if it’s not true.” The same person knew they could contact the Care Quality Commission (CQC) if they had any concerns about their safety along with informing the registered manager of the service. A relative said, “Oh yeah, [person] is safe, I’ve been there and seen the carer and I liked how they addressed my mum."

Staff demonstrated a good understanding of safeguarding procedures. They knew how to keep people safe and the different types of abuse people could face. All the staff we spoke with told us they would not tolerate abuse and would report it to the registered manager. A member of staff said, “I would not let another staff member shout at [person receiving care], that is abuse, and that could be my mum, I wouldn’t have that.” Staff were aware they could approach the local authority and the CQC to raise safeguarding concerns and could do this anonymously as a whistleblower if needed.

A safeguarding policy and procedure were in place and all staff had completed training in this area along with whistleblowing procedures. The registered manager was aware of their safeguarding responsibilities to keep people safe and they ensured safeguarding was discussed at team meetings and spot checks.

People and their relatives told us they were actively involved and updated in changes to risk. A person said, “I have a frame, they [staff] walk with me and make sure I am well secure. They always know the right thing to do.” A relative was pleased to be contacted if there were any changes to their family members health needs and to have a discussion with management on the steps being taken to protect them from the risks of harm. For example, a relative told us they had seen their family member had the necessary equipment close by as stated within their risk assessment to ensure they were not restricted in their mobility. Another relative said, “They [staff] have been amazing, dementia is hard to deal with and they understand [person] needs. I only have good things to say, there is a WhatsApp group for carers, and they keep me updated if something is done with [person] or have taken them to an appointment."

Staff showed awareness of people’s risks and took proactive action to protect people from potential hazards within their home. This included ensuring walkways were clear and correct moving and handling techniques were being followed in accordance to recorded risk assessments. A member of staff explained how they supported people safely, they said, “[Person] needs their Zimmer frame so I always make sure they have it with them, they are worried they may fall so I always make sure it is there. I also cut up their food into small pieces as they have a vision impairment, we discuss this with them the registered manager."

Systems were in place to protect people from their known risks and to reduce the risk of potential harm. The registered manager told us they met with people to carry out a detailed risk assessment. They said, “The first thing I do is meet with a potential client and do the risk assessment and get as much information as possible. I look at their needs and see how we are going to meet them and I look at the carers and make sure they have the training to meet the needs.” Risk assessments were personalised, clear and explained the steps staff should follow when providing personal care support. Records showed risk had been assessed in a number of different areas for each person where applicable, this included falls, pressure care, personal care, choking, home environment, medicines, , diabetes and nutrition. The registered manager worked with occupational therapists, the GP and speech and language therapists if they had concerns about an emerging risk someone was facing.

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

People told us staff arrived on time, relatives also confirmed this to us. People using the service felt staff were being provided with a good training programme. One person said, “As far as I’m concerned they are doing all they can, I have no issues, they are very kind and loving. They are always on time I have that expectation as I am waiting.” Relatives were also positive about staff punctuality and effectiveness. A relative said, “We are happy with the carers, we have stable carers who come on time.”"

Staff were recruited to the service in a safe way which followed the providers recruitment policy. Records viewed confirmed staff had completed recruitment checks before they began working with people. This included an application form, disclosure and Barring Service check to ensure safe and suitable staff were working with vulnerable people. An induction was completed by staff to help them understand the policies and to start completing training. Staff confirmed they had completed the recruitment process and attended regular training. A staff member said, “The induction was good, I shadowed another carer. [Registered manager] did a spot check and competency test before I gave medicines.” Another member of staff said, “I find all of the training useful especially safeguarding as I know what to look for and how to report it.”

The registered manager used a care management system to monitor staff arrival and departure times to assure themselves that people were receiving care within the times agreed. There were enough staff at the service to provide safe care to people. The registered manager advised they were actively recruiting new staff. Records confirmed staff received supervision with the registered manager. Staff told us they found the opportunity to meet and discuss their role and people they supported as important. Supervisions were held in line with the policy and records showed that spot checks were being carried out to ensure staff were meeting the quality standards set by the provider.

People told us staff used appropriate personal protective equipment (PPE) when providing care and support. One person said, “They [staff] keep my home clean and tidy, oh yes.” A relative told us they observed staff use PPE correctly when supporting their family member.

Staff had infection control training and used appropriate PPE to minimise the risk of infection. A member of staff said, “We have plenty of PPE, I use apron and gloves. I have never run out of PPE. I make sure to clear everything at the end of each shift.”

An infection control policy was in place and the registered manager would check staff were following this during spot checks at people’s homes and during supervision.

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