Visiting Angels North Yorkshire and West

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

The provider was previously in breach of the legal regulation in relation to safe care and treatment. Improvements were found at this inspection and the provider was no longer in breach of this regulation.

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 a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Systems were in place to ensure any accidents or incidents were recorded and appropriate action was taken. Managers reviewed these records to ensure lessons were learnt to continually identify and embed good practice. Staff were kept informed of any learning or changes to practice via regular meetings and newsletters.

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. People’s care records were updated to reflect any changes following advice given by health care professionals or when their needs had changed.

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.

Staff understood their safeguarding responsibilities and were confident if they raised any concerns they would be dealt with promptly. People told us they felt safe using the service and with the staff that support them. One person said, “Yes, very safe. If they have any concerns with [person], they do ring me and tell me which I appreciate. [Person] is obviously happy with them. To [person who used the service] they’ve become like part of the family.”

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. Risks to individuals and staff were identified and well managed. A system was in place to ensure appropriate action for any accidents or incidents. One person said, “I have fallen over in the past, so I’m very careful with what I do and how I do it and the carers know that. The carers help me up carefully, especially when I’m having a shower. They help me get in and get out.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Risks to people and staff related to people’s homes had been identified and well documented. People told us they also received appropriate support with any equipment they needed for mobility. One person said, “There’s all the necessary equipment [person] needs in place. They make sure they’re in the right position. I don’t have any concerns that they’re not ensuring that.”

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. All required checks had been undertaken prior to people commencing employment at the service. There were sufficient staff deployed to meet people’s needs. Staff received the induction, training and support they needed to carry out their roles effectively. A staff member said, “The induction and training are good.” People said they know the staff that support them and felt staff had enough time to provide the support they need. They said that staff usually arrive on time and always make contact if they’re going to be late. One person said, “I always prefer it when it’s the same person. We’ve had the same person for a week or two and she’s extremely good. I think they try, where they can, to get the same person.”

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.

Staff had received training in infection prevention and control. They told us they had access to personal protective equipment (PPE) and people told us staff always used PPE. One person said, “They wear gloves and aprons when needed.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Medicines were managed and administered safely. For medicines that were administered ‘as required’, protocols were in place to guide staff, and body maps for application of topical medicines were in place. There were regular audits of medicines records and checks of staff competencies. People told us medicines were administered as prescribed. One person said, “Everything seems to run quite smoothly. They’re making sure [person] gets their medication. Making sure that it’s supervised. I don’t have any concerns.”