Care4u Office

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 the last inspection we rated this key question requires improvement. At this inspection 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. The registered manager used the information to identify areas where lessons could be learnt. A staff member said, “We are always looking for best ways to deliver this service and make sure this is in compliance with the approved care quality standards. [Provider’s name] is very proactive in attending to issues.”

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. A person said, “[Provider’s name] came and visited me to see what I needed and they made sure I got it.”

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. Staff had training and a good understanding of what to do to make sure people were protected from harm or abuse.

Staff worked with people to understand and manage risks by thinking holistically. They provided care, which met people’s needs, was safe and supportive. Staff took a balanced and proportionate approach to risk, which supported people and respected their choices. A staff member said, “We keep abreast of changes in an individual's needs and make sure this is reflected in their care plans. We make sure risks are managed safely and effectively.”

Staff detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. People were supported to be as independent as possible within the environment. The staff team knew who to contact when people might benefit from additional aids or equipment, which staff knew how to 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. The provider ensured staff had enough travelling time. People confirmed staff always arrived on time and didn’t cut their visits short. Overall recruitment practices were meeting requirements. The provider needed to make sure the application forms, and interview questions asked prospective employees to record all of their employment history. The provider immediately changed the relevant templates. The provider had ensured overseas workers were fully supported and understood people’s expectations and cultural differences.

Staff assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff appropriately followed the required infection control guidelines.

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. Since the last inspection action had been taken to improve medicine management and the provider closely monitored staff practices. They now completed regular audits of medicines.