Quay Court Care Centre

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 good. At this inspection the rating has remained 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. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. For example, The registered manager held regular team meetings and handovers where staff could share safety concerns and peoples ongoing changing needs.

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 told us if they were unwell, staff would act on it and contact health professionals as needed. Observations, discussions with leaders and records confirmed the service worked with healthcare professionals such as, G.Ps and physiotherapists to ensure people received effective and responsive 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. Safeguarding systems and processes were in place to identify report and investigate, allegations of abuse. The registered manager and staff were committed to ensuring people were safeguarded from avoidable harm. They told us, “I would firstly inform (Registered Manager)”, “The (Local Authority) safeguarding number is in the office. We are encouraged to make direct calls to (Local Authority) safeguarding team” and “I would contact CQC if I felt not listened to”.

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's care plans contained risk assessments which included risks associated with moving and handling, falls and pressure damage. Where risks were identified plans were in place to identify how risks would be managed. All care plans, and subsequently the risk management plans, demonstrated people’s involvement in managing their individual risks.

The service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. For example, regular maintenance checks of equipment and fire risk assessments were in place. During the inspection we observed minor maintenance work being carried out.

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. Records confirmed and people and their relatives told us there were sufficient staff to meet people's needs. All people and relatives we spoke with told us staff were well trained, caring and compassionate. Comments included, "We're very well looked after here. I am never kept waiting”, “It’s always well staffed” and “There’s always enough staff, they are really pleasant”. People were protected against the employment of unsuitable staff because the provider followed safe recruitment practices.

The service assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. All parts of the service without exception were immaculate. We observed staff using Personal Protection Equipment (PPE) in line with the providers policies and procedures which were aligned to nationally recognised best practice. The provider had systems in place to ensure people were protected from the risk of infection. The providers systems were underpinned by policies and procedures.

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 and their relatives told us people received their medicines as prescribed. Medicines were ordered, checked and available when people needed them. Medicines were stored, administered, recorded and disposed of safely. Staff were trained and assessed as competent to administer medicines.