Trustmark 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 was the first assessment for this service. The key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 72 (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. Accidents and untoward incidents were investigated and used to inform any changes to the service. The service apologised when things went wrong.

The management team 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. One external professional told us, “They have attended and contributed to reviews and meetings when requested. They are always happy to accept suggestions on care, treatment, and approach and where possible will evidence the implementation of any changes made.”

The management team 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. Concerns were shared quickly and appropriately. People and family members said they felt safe with the care staff. Care staff understood their responsibilities for safeguarding and where they had concerns they had raised these appropriately meaning action could be taken if required. Although no restrictive practices were in use the management team understood the need to ensure that, if used, these were legally justified, proportionate, necessary and as a last resort to ensure people’s safety.

The management team 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. People had individual person-centred risk assessments in place. These included risks related to mobility and falls, eating and drinking. The service supported positive risk taking and provided examples of this.

There were systems in place to detect and control potential risks in the care environment. Equipment, facilities and technology supported the delivery of safe care. Comprehensive risk assessments associated with the person’s home environment were completed before the service started supporting people. Where risks were identified discussions were held with people to help manage these risks. Care staff confirmed they had received relevant training to use any equipment and the management team understood how to access any additional equipment which may be required.

There were enough staff who received effective training, support, supervision and development. However, not all pre-employment checks had been fully completed prior to staff commencing work. The registered manager promptly took the required action to seek the missing pre-employment information. Some people and family members told us they had continuity of care staff who usually attended on time and always stayed for the correct length of time. However, others were less positive and told us about a lack of continuity of care staff and that on occasions they felt their care was rushed. The provider and registered manager were aware and taking actions to address this and support staff.

The management team assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff told us they had access to the personal protective equipment (PPE) they required, and people confirmed staff wore this when needed. Staff received infection control and food hygiene training.

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. There were policies and processes in place to ensure people received their medicines safely. Staff received training and competency checks. The registered manager audited records of medicines administration. Where issues were identified procedures were followed to establish what had happened and action taken to reduce the likelihood of further similar events.