Alcedo Care South Lakes

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 assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.

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 service had a proactive and positive culture of safety, based on openness and honesty. People and relatives commented that the provider listened to their views and adapted care to reflect people’s wishes.

The quality manager told us about the advancements they had made in developing systems which allowed trends to be identified, lessons learnt quickly and monitor impact. Staff confirmed they could make suggestions and these were listened to and considered. A staff member commented, “Anything I have suggested has been taken into consideration and discussed as a team. I always receive feedback on any suggestions I've made, and this is continuous as we all communicate regularly and support one another.”

The provider had robust systems to analyse incidents, accidents and complaints. Systems had been enhanced to allow the provider to respond to issues more effectively and timely. It also enabled themes and trends to be identified and used to improve people’s care. Individual incidents and accidents were investigated and the provider acted to keep people safe.

The service 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. People and relatives were happy with how they had settled into the service. They said staff took time to find out what care they wanted and their preferences and they received the care they expected.

Staff confirmed people’s needs were assessed to ensure they received appropriate care from the outset. A staff member said, “we provide a full assessment before starting a package of care tailored to the individuals care and support needs.”

The provider had received positive feedback from partners about how effectively they responded when setting up individual care packages.

The provider completed an assessment when a person started using the service. This helped to develop care plans to ensure care was appropriate to people’s needs from the outset. This included considering information about other agencies and professionals involved in people’s care.

The service worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They 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 service shared concerns quickly and appropriately. People and relatives consistently told us the service was safe. A person told us, “I feel very safe with my carers.” A relative commented, “The main care staff who comes makes [family member] feel safe, they trust him and like him.”

Staff had a good understanding of safeguarding and knew how to report concerns. They said they would be confident to raise concerns if required. A staff member said, “I have never had the need to raise a concern, but I would feel comfortable doing so if necessary. I am confident that any concerns raised would be treated with sensitivity, kept confidential, and managed in a timely manner.”

When required, allegations of abuse had been quickly referred to the local authority safeguarding team and investigated. The provider acted to address issues and implemented recommendations to help keep people safe. Lessons learnt’ were identified to help reduce potential risks to people’s safety. Staff had completed safeguarding training to develop their knowledge and understanding of safeguarding.

The service worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. People and relatives did not specifically comment on managing risks. They told us they were involved in making decisions about their care and felt safe.

Staff had a good understanding of managing risks and described how people were involved in this. A staff member said, “I feel all the clients are safe. Each client has an individual risk assessment, which is identified and completed during the assessment.”

Care plans contained information for staff to follow to help ensure people received safe care.

The service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Staff confirmed they felt people were safe receiving care from Alcedo Care South Lakes. A staff member commented, “I think our clients are very safe using our service.”

The provider completed an environmental risk assessment to help maintain a safe environment.

The service 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. Most people and relatives gave positive feedback about staffing. They confirmed staff were reliable and usually turned up on time. A person told us, “Staff are on time and friendly. It is helpful that a schedule is sent out.” A relative said, “Staff are reliable, turn up and leave on time.”

The provider undertook various initiatives and methods to encourage people to take up a career in care and to retain their current workforce. Most staff felt there were enough care staff available to meet people’s personalised needs. A staff member commented, “There is definitely enough staff to meet all our clients support needs.”

The registered manager monitored care delivery to ensure people received the care they needed at the right times. New staff were recruited safely.

The service assessed and managed the risk of infection. People and relatives did not raise any concerns about IPC practices.

Staff gave positive feedback about IPC practices. They confirmed they had completed IPC training. A staff member told us, “[They had completed] on-line and in house training over a 3 day period. The training Alcedo give is very in-depth.”

The provider had up-to-date IPC policies and procedures. Staff had completed training in how to promote good IPC.

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. They involved people in planning, including when changes happened. People told us they received their medicines appropriately. A person with particular medicines needs said staff had been trained specifically for this.

Staff confirmed people received their medicines when they were due. A staff member said, “They [people] do receive medication on time and on the one touch app we check on timings between certain medication as well.”

The provider managed medicines safely. Records accounted for the medicines staff had given to people. Staff were trained and competent, and had access to information in care plans about how people wanted to receive their medicines. The registered manager regularly checked people were receiving their medicines as expected.