SD Care Agency London

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 safety was a priority for everyone, and leaders embedded a culture of openness and collaboration. We checked that people were safe and protected from bullying, harassment, avoidable harm, neglect, abuse, and discrimination. We also ensured people’s liberty was protected where this was in their best interests and in line with legislation.

This was the first inspection for this newly registered service. This key question was rated good.

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 systems to help ensure learning took place when things went wrong. Staff listened to concerns about safety and investigated and reported incidents and accidents. Lessons were learnt to continually identify and embed good practice.

Learning was embedded into daily operations, with staff encouraged to reflect on incidents and share experiences to improve service delivery. The provider promoted a culture where staff felt comfortable seeking advice and learning from each other.

Staff attended ongoing training sessions and received regular policy updates. Managers encouraged open discussions about incidents and complaints, ensuring lessons were learned to prevent recurrence. The evidence showed that some learning systems, such as supervision and getting feedback from people, were in place to support staff development. A trainer occasionally observed staff, and feedback was collected through questionnaires to help improve care.

The provider worked with external professionals to help make sure people received safe and joined up care.

Each new referral included an in-depth discussion held by the registered manager and deputy manager with families to understand the person’s preferences, needs, and risks. The provider matched care workers to people based on their skills, cultural background, and people’s needs, to ensure compatibility. A trial period was introduced so people could adjust and provide feedback before a long-term arrangement was confirmed. Staff worked closely with families to reassure them about transitions and ensure the process felt supportive.

The registered manager explained, "Before we start the care, we introduce the carer to the family, a trial, if they are okay with them, we start the process." This approach built trust and consistency in service provision .

There were systems to help safeguard people from the risk of abuse and harm. A relative said, “I think [the person] does feel safe.” Staff received regular safeguarding training and had access to a policy ensuring they could identify, and report concerns quickly. The provider took the risk of financial abuse seriously, preventing staff from accepting gifts or handling people’s finances unsupervised. Clear guidelines were in place for whistleblowing, enabling staff to report concerns safely and confidentially. When incidents occurred, the provider investigated these thoroughly and followed formal reporting procedures.

The registered manager stated, "We have strict policies in place, particularly around safeguarding, financial management, and accepting gifts. Staff receive regular training and reminders to ensure compliance. We emphasise accountability at all levels and ensure that policies are followed." This helped ensure high levels of accountability and effective processes to safeguard people. A staff member said, “"Safeguarding is keeping people safe and making sure they are treated with dignity and respect and care is high quality."

The provider supported people in making informed choices while maintaining safety. Staff provided care to meet people’s needs that was safe and supportive and which enabled people to do the things that mattered to them.

The provider promoted positive risk-taking, ensuring people could maintain independence where possible. The provider assessed the risks individual people experienced. They developed risk management plans in partnership with the person and their relatives. These assessments were regularly reviewed to make sure they remained relevant.

A relative said, “I wrote down for [the care worker ] how to get here from where [they] live." This shows the relative taking proactive steps to mitigate risks related to late arrivals and ensure the carer can navigate to their home efficiently.

The provider carried out assessments of people’s home environments and the equipment they used to make sure these were safe.

Staff understood and managed risks effectively, ensuring any concerns were reported and investigated.

The management team conducted risk assessments before care commenced to identify potential hazards in people’s home environments. Staff were trained to identify and address environmental risks, such as trip hazards, inadequate heating, or poor hygiene standards in people’s homes. The provider worked closely with families to ensure appropriate safety measures were in place where required without being overly restrictive.

The provider ensured risk assessments were regularly reviewed and monitored to help maintain safe environments tailored to the individual’s needs.

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’s recruitment procedures helped to ensure staff were recruited safely. Staff retention was good, and the provider ensured staff received regular training and support.

The registered manager explained, "In London, we meet people of different nationalities, so you may need someone Polish speaking or Gujarati, so we are doing interviews at the moment." This approach ensured better cultural understanding and personalised care. Regarding training, a staff member said, "They provide me all the training. If I didn’t understand something, I was doing it with them... they can guide me to the information. They are like an encyclopaedia."

The provider assessed and managed the risk of infection. The provider upheld infection control measures through staff training and hygiene practices.

Staff followed strict infection control policies, with ongoing reminders reinforcing good hygiene practices. Care workers were trained to maintain high cleanliness standards, ensuring personal protective equipment (PPE) and proper sanitisation were used when necessary. The staff received regular updates on infection control, especially during periods of increased risk, such as flu season or COVID-19 outbreaks. Staff ensured people’s living spaces remained clean and hygienic to minimise infection risks.

The registered manager said, "We always emphasise sending notes to staff to remind them about our policies." Staff followed infection prevention protocols consistently.

A relative said, "They wear PPE and seem to be a lot of disposable gloves in the bin at the end of the day.”

People’s medicines were managed safely and as prescribed.

Staff followed clear medicines policies, administering and prompting medicines to people as required. When medicines concerns arose, they liaised with GPs or pharmacists for guidance. People were encouraged to remain as independent as possible with their medicines, with staff providing reminders when needed. Staff were trained to recognise side effects or missed doses and act accordingly. One member of staff told us, "If a person struggles with medication, we liaise with their GP to adjust support." This helped promote safe and effective medicines management.