Home Instead Burnley

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• 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 was the first assessment of a 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 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. We saw some 'exercises in lessons learnt' which had been completed to help the provider identify what went well and what shortcomings were identified. Where staff were involved a reflection of personal development was completed. This showed staff received support and further training where required following incidents raised or identified. A reflection of what changed as a result of the support was also completed.

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. Emergency grab sheets documented the main details about people’s medication, medical history and information about how they would return back home and contact details of their relatives. Professionals working alongside the service told us the management team were keen to work with them to ensure people received appropriate support.

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 received training in safeguarding and knew the process to follow to keep people safe. One staff member said, “If there is any suspected abuse the first course of action would be to inform my manager because I am confident that my manager would support me. In the event that the managerial staff don’t take the appropriate steps, it is understood that we can report the issue to the senior management. In the event that the senior management doesn’t take the appropriate actions, I can initiate a whistle-blowing procedure in the worst-case scenario.”

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. Risks associated with people’s care had been identified and managed to keep people safe. This included risk associated with the care environment. People and their relatives said care was delivered safely and they felt involved in discussions about risk taking. One relative said, [Family member] is safe when the carers are with [family member] and this is peace of mind.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Call monitoring audits took place to ensure people received calls at the allocated times and that staff stayed for their allotted time. Staff ensured equipment was serviced and in good working order prior to use. Maintenance certificates for equipment were sought and kept on file.

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 had a robust recruitment process and new employees were given an appropriate induction. All staff received effective training to ensure they had the skills and knowledge to carry out their role well. Staff told us they felt supported by the management team. One staff member said, “Suggestions are always welcomed with the office staff whether this may be related to a client or suggestions for training ideas. Issues are always listened too and acted upon by office staff and any issues I have previously raised have always been dealt with in a quick and professional manner.” People and their relatives were confident staff would arrive on time and carry out their job well. One relative said, “The staff always arrive on time and stay to complete their care plan tasks.”

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. The provider had an infection prevention and control (IPC) policy in place to guide and direct staff. Gloves and other items of personal protective equipment (PPE) were readily available for staff. The use of PPE was monitored and checked during unannounced spot visits.

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. Staff were provided with training and support to administer medicines in a safe way. Competencies were completed along with a medication workbook and topical medication guidelines. Medicine administration records were completed and audited by the management to ensure people received their medicines as prescribed. One relative said, “The medication is given by carers and that is ok as I trust them and it is all logged.”