Responsive 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

While people were recruited safely the provider did not always follow their own recruitment process in relation to interview questions and scoring. Hours of work offered to staff often did not reflect the minimum amount specified in their contracts. This was raised with the provider who took appropriate actions. People and their relatives told us they felt safe with the care they received and confident in staff’s knowledge and ability to care for them and keep them safe. Care plans identified and mitigated environmental risk providing staff with clear guidance and support as well as the appropriate personal protective equipment (PPE) to keep people safe.

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.

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

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.

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

We did not look at Involving people to manage risks during this assessment. The score for this quality statement is based on the previous rating for Safe.

Staff knew how to monitor the safety of the environment whilst respecting peoples’ own homes and knew where to report any maintenance concerns too. Staff told us they had access to PPE, one staff member said, “We keep a stock of PPE with us but if we run out the provider has a company car and will come out to bring us any supplies we need in an emergency.”

People told us staff helped to keep their environment safe. One person said, “Staff always use PPE when doing my personal care.” Another person said, “They make sure my equipment is ok to use and they are knowledgeable about it.”

Care plans and risk assessments were in place to ensure people were cared for in a safe environment. For example, where people were supported with equipment such as hoists, servicing details were recorded to show equipment was safe to use. Guidance was provided to staff on when and how to use PPE to keep people safe. Care plans also contained Personal Emergency Evacuation Plans (PEEP) to support staff in the event of an emergency. There was an infection, prevention and control policy in place to support staff to keep people safe.

Staff told us they received a mixture of online and in person training. “The training has been good, and a manager comes out to do spot checks to also make sure I’m doing it right.” Staff told us they had regular opportunities to meet their manager on a one to one basis for supervision. These meetings gave them the opportunity to feedback about their experiences and request further guidance/training if needed.

People told us they were supported by a small team of staff members. People said they were aware of which staff would be attending and were updated if they were running late. One person said, “Staff arrive on time and never leave early. I get a call if they are going to be late. They have never missed a visit.”

Recruitment checks were not always completed in line with the provider’s policy. For example, interview questions were not asked and recorded consistently and scoring of the interview did not follow bench marking guidance. Staff who had been recruited through sponsorship schemes had appropriate checks in place with contracts of employment, however rotas showed staff did not always receive the number of hours they were contracted to. The provider had a training policy and all staff had successfully undertaken the required training to support them in their role and keep people safe. Where training was undertaken in house this was supported by a staff member who had completed a ‘train the trainer’ course, which meant they were qualified to upskill and train other members of staff.

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

Where people were supported with medicines this was completed safely. One person said, “I take my own medication, but staff are lovely and always check to make sure I’ve remembered.” Another person said, “They get my tablets and a drink for me and record what they had done on their phone.”

Staff told us they received medicines training along with annual refresher training to ensure their knowledge remained current. Staff said they received regular competency checks from managers whilst they were with people administering medicines. This meant people received their medicines safely from trained and competent staff. Staff were knowledgeable about what action to take should a medicine error occur and knew when to seek support from medical professionals.

Where people were supported with medicines this was done safely. Care plans contained guidance for staff on how people liked to be supported and at what time medicines needed to be administered. Body maps were used appropriately to support with the application of topical medicines such as creams. Managers completed regular competency checks with staff and audits of records to ensure that medicines were administered safely.