Comforting Hands Ltd

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 is the first assessment for this service. This 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. Staff were encouraged to report all incidents, however minor. The registered manager told us, “I always say to staff, even if you think something doesn’t matter, document it anyway.” Incidents were reviewed, responsibility for actions was noted, and learning was identified and shared across the service. For example, on one occasion a stock of personal protective equipment (PPE) had run out. The service had since implemented key workers for each person. The key workers had responsibility for undertaking checks on all aspects of care, including ensuring stocks were appropriate.

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 service kept meticulous records of people’s care needs from the start of contact with the service. There was a clear trail of communication to support safe transitions of care into the service.

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. The service had processes in place to ensure concerns were noted, tracked and monitored. The registered managers were knowledgeable about safeguarding and staff had received training. One staff member said, “We make sure people are cared for safely.”

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. Comprehensive risk assessments were in place for all aspects of people’s care. Risks were centred around the individual. Mitigation measures were in place to reduce risks and keep people, their families, property and staff safe.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Appropriate records were in place to identify the equipment used to support people’s care. All equipment was currently provided by healthcare partners. However, the provider had identified the need for additional measures to ensure appropriate checks were made in the future. Detailed risk assessments, with appropriate measures and instructions for any emergencies, were in place for people’s property to ensure people and staff were safe.

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. Appropriate checks were made on potential staff so that they were suitable to work with vulnerable people. Staff received a thorough induction and shadowed more experienced staff. One staff member said, “The [registered manager] gives us proper training, they motivate us. When they know I am comfortable (to deliver care) they will then give me a [person] to support.”

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. Care plans contained detailed information to direct staff as to how and when to use personal protective equipment (PPE). Daily notes recorded how staff used this appropriately. A relative told us, “They all wear gloves and aprons.”

The provider generally made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. They always involved people in planning, including when changes happened, although these were not always documented fully. Medicines administration records were detailed, and medicines were administered appropriately. In some instances, some medicines were often administered by family members. The service had a system for ensuring this was accurately noted. However, in one instance there was a lack of detailed information about how the medicine should be administered. We raised this with the provider who took immediate action and confirmed information had been noted and altered to more accurately reflect the person’s needs.