Air Liquide Healthcare Ltd

We rated it as good because:

• The service provided mandatory training in key skills to all staff and made sure everyone completed it. The service had enough nursing and support staff with the right qualifications, skills, training, and experience to keep patients safe from avoidable harm and to provide the right care and treatment. The service made sure staff were competent for their roles. Managers appraised staff’s work performance and held supervision meetings with them to provide support and development.
• The service controlled infection risk well. Staff used equipment and control measures to protect patients, themselves, and others from infection. Staff kept equipment and their work area visibly clean.
• Staff completed and updated risk assessments for each patient and removed or minimised risks. Staff identified and quickly acted upon patients at risk of deterioration.
• Staff kept detailed records of patients’ care and treatment. Records were clear, up to date, stored securely and easily available to all staff providing care. The service used systems and processes to safely prescribe oxygen.
• Staff treated patients with compassion and kindness and respected their dignity. The Staff provided emotional support to patients, families, and carers to minimise their distress. They understood patients' personal, cultural, and religious needs. Staff supported and involved patients to understand their condition and make decisions about their care and treatment.
• Leaders had the skills and abilities to run the service. They understood and managed the priorities and issues the service faced. They were visible and approachable in the service for patients and staff. They supported staff to develop their skills and take on more senior roles.
• Staff felt respected, supported, and valued. They were focused on the needs of patients receiving care. The service promoted equality and diversity in daily work and provided opportunities for career development. The service had an open culture where patients, their families and staff could raise concerns without fear.

However:

• The service did not always gain patients consent to speak to relatives.
• The service was not always inclusive and did not take into account the individual needs of patients with a learning disability.
• Carers said they were not provided with information about support available for carers.
• The service did not have a Freedom to Speak Up Guardian.