Pacific Care Services Limited

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 our 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 69 (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 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.

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 confirmed during a recent review of incident information they had identified an incident that had not been reported to the local authority safeguarding team as required. Records confirmed the incident had been investigated thoroughly and action had been taken by the registered manager to reduce the risk of repeat events. The management team and care staff had reflected on what went wrong, what the possible implications for people of what they had done were, and what they would do differently. The provider said they would take immediate action to review their systems and processes to investigate and report allegations of abuse.

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. People and their relatives told us they felt safe and were supported to understand and manage risks. People were involved in the assessment of their needs and the management of their risks where able. People believed staff would respond to their needs quickly and efficiently, especially if they were in pain, discomfort, or distress. Staff promoted people's safety and independence. People’s care plans were regularly reviewed and in response to any change in needs. One staff member said, “We support people to manage risks by thinking about safe ways for people to do things that matter to them.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Risks associated with the environment were assessed before the service started supporting people within their homes.

People were well supported by staff who arrived when they expected and stayed the full duration of their planned visit. 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. Records confirmed a range of checks including application, interview, and Disclosure and Barring Service (DBS) checks were conducted before staff started working at the service. However, we found gaps in recruitment records. The registered manager was responsive to the concerns raised and immediate action was taken for the records identified and a review of other records was to be completed. Staff were well trained and competent in their jobs. Staff received training, which enabled them to feel confident in meeting people’s needs and identify changes in people’s health. One staff member said, “I often have random times when I am shadowed by senior carers and management. I find this to be useful because you get to learn where you might be doing things wrong and also helps improve your efficiency in carrying out your duties.”

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 registered manager ensured there was ample PPE and related equipment available for staff. Staff supported people to maintain their own homes. People did not raise any concerns about how staff supported them to remain safe in their home environment. One person said, “They always leave everything clean and tidy.”

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. One person told us, “The staff always make sure I take my medication.” A relative told us,” They [staff] support [relative] with their medication. They [staff] pick it up and make sure they get it on time.”