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Safe Care and Treatment Policy

1. Introduction

Our domiciliary support service is committed to ensuring that all individuals receive safe, effective and high-quality care in accordance with the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended), and the Welsh Ministers’ statutory guidance for care home and domiciliary support services (last updated 27 March 2024). We recognise our duty to provide care that is free from avoidable harm, promotes well-being and supports personal outcomes, in a way that respects people’s dignity, independence and choices. We recognise our duty to provide care that is free from harm, promotes well-being, and meets the needs of individuals in a way that respects their dignity, independence, and choices.

This policy applies to all employees, including Care Assistants, Senior Carers, Coordinators, Managers, and Directors. It provides guidance for CIW inspectors on how we maintain and monitor safe care and treatment standards.

2. Key Principles of Safe Care and Treatment

We are committed to the following principles:

• Person-Centred Care: Every individual receives care tailored to their specific needs, preferences, and risks.
• Prevention of Harm: Proactive measures are taken to prevent falls, medication errors, infections, and safeguarding incidents.
• Safe Medication Management: Robust procedures are in place to manage, administer, and review medication safely.
• Infection Prevention and Control: Rigorous hygiene and infection control measures are followed to prevent the spread of disease.
• Competent and Skilled Staff: Care workers receive regular training and competency assessments to ensure safe practices.
• Emergency Preparedness: Plans and risk assessments are in place to respond effectively to emergencies and unexpected incidents.

Duty of Candour (Openness and Transparency)

We act in an open and transparent way with individuals receiving care and support and, where appropriate, their representatives. When things go wrong, we will:

• explain what has happened in a timely, clear and accessible way;
• apologise where appropriate;
• share the outcome of any review/investigation and the actions taken to reduce the risk of recurrence; and
• support staff to raise concerns and to meet their professional responsibilities for openness and honesty.

We promote a learning culture and do not tolerate bullying, victimisation or obstruction of any person exercising a duty of candour.

3. How We Manage Safe Care and Treatment Efficiently

A. Risk Assessments and Safe Care Planning

Before providing care, a Comprehensive Risk Assessment (CRA) is conducted for each service user to identify any risks related to mobility, medication, mental health, and safeguarding. Care plans are developed based on these assessments and are reviewed regularly or when circumstances change.

For Staff:

• Follow each service user’s Personalised Care Plan (PCP) to ensure care delivery is tailored to their needs.
• Identify and report any changes in a service user’s condition using the Incident Reporting System (IRS).
• Conduct Dynamic Risk Assessments (DRA) where necessary to respond to immediate safety concerns.

For CIW Inspectors:

• Our Care Management System (CMS) records all risk assessments and updates.
• Audit reports demonstrate regular reviews of care plans and risk mitigation strategies.

B. Prevention of Falls, Accidents, and Injuries

We implement measures to reduce the risk of falls, pressure ulcers, and accidents by ensuring safe environments and appropriate support.

For Staff:

• Conduct Home Safety Assessments (HSA) to identify potential hazards such as loose rugs, poor lighting, or inaccessible areas.
• Use Assistive Equipment (AE) such as hoists, grab rails, and mobility aids as prescribed in care plans.
• Encourage service users to maintain mobility through gentle exercises and positioning techniques.

For CIW Inspectors:

• Documentation confirms that staff complete Falls Prevention Training (FPT).
• Risk assessment records highlight identified hazards and corrective actions.

C. Medication Safety and Management

We follow strict protocols for the storage, administration, and disposal of medication in compliance with the Medicines Act 1968 and NICE guidelines.

Our medicines arrangements meet the requirements of Regulation 58 and include: maintaining sufficient supply; safe ordering/re-ordering; secure storage (including controlled medicines where applicable); administration (including ‘as required’ protocols and any agreed covert administration); accurate recording; reconciliation; safe disposal; and regular audit and management oversight of medicines processes.

For Staff:

• Only administer medication when trained and competency-checked through our Medication Administration Competency (MAC) program.
• Record all medication administration in the Electronic Medication Administration Record (eMAR) system.
• Report medication errors or missed doses immediately via the Medication Incident Reporting System (MIRS).

For CIW Inspectors:

• eMAR logs provide an accurate record of all medication-related activities.
• Audits confirm compliance with Medication Handling Policies (MHP) and safe storage guidelines.

D. Infection Prevention and Control (IPC)

We have stringent infection control procedures in place to minimise the risk of cross-contamination and protect both service users and staff.

For Staff:

• Follow Personal Protective Equipment (PPE) guidelines, ensuring gloves, masks, and aprons are used appropriately.
• Adhere to Hand Hygiene Standards (HHS), washing hands before and after providing care.
• Dispose of clinical waste correctly in approved disposal bins.

For CIW Inspectors:

• Infection control audits verify compliance with Infection Prevention and Control (IPC) protocols.
• Training records confirm that all staff have completed Infection Control Training (ICT).

E. Staff Competency and Continuous Training

We ensure that staff are fully trained, competent, and supported to deliver safe and effective care.

For Staff:

• Complete Mandatory Training (MT) in safeguarding, moving and handling, medication administration, and dementia care.
• Participate in Annual Competency Assessments (ACA) to ensure continued professional development.
• Seek guidance from senior carers or managers when faced with complex care situations.

For CIW Inspectors:

• Training logs show up-to-date staff training records.
• Supervision records document ongoing staff development and performance reviews.

F. Safeguarding and Protection from Abuse

We have robust safeguarding procedures to protect vulnerable adults from harm, neglect, or exploitation.

For Staff:

• Report any safeguarding concerns immediately using the Safeguarding Referral Process (SRP).
• Never engage in any behaviour that could be considered abusive, neglectful, or degrading.
• Follow the Whistleblowing Policy (WP) if concerns arise about another staff member’s conduct.

For CIW Inspectors:

• Safeguarding logs and referrals demonstrate swift action taken in response to concerns.
• Training records confirm staff have completed Safeguarding Adults Level 2 (SAL2).

G. Emergency Preparedness and Incident Management

We have procedures in place to respond effectively to medical emergencies, power outages, adverse weather, and unexpected crises.

For Staff:

• Follow the Emergency Response Plan (ERP) in case of accidents, fires, or sudden illness.
• Ensure Service User Emergency Contact (SUEC) details are up to date.
• Report serious incidents through the Critical Incident Report (CIR) process.

For CIW Inspectors:

• Incident and safeguarding logs evidence compliance with Regulation 60 and Schedule 3 notification requirements (and any other applicable notification duties). Notifications are made without delay (normally within 24 hours) and include required details.
• CIW notifications are submitted via CIW Online by authorised staff (including any designated online assistants), with oversight by the Registered Manager/Responsible Individual.
• We retain clear records of the incident, immediate actions taken, referrals made (e.g., safeguarding, police, health professionals), outcomes, and learning actions.

4. Governance and Continuous Improvement

We monitor, review, and improve our safe care and treatment procedures through regular audits, feedback, and governance structures.

What We Do:

• Conduct Quarterly Compliance Audits (QCA) to assess adherence to safety protocols.
• Use service user feedback from Satisfaction Surveys (SS) to improve care quality.
• Maintain an Open-Door Policy (ODP) for staff to raise concerns and suggest improvements.
• We operate a continuous quality assurance cycle (monitor–review–improve), using incident trends, complaints/compliments, safeguarding outcomes, medicines audits, supervision findings and service user feedback to evidence learning and sustained improvement.

For CIW Inspectors:

• Documentation of audits and quality improvement initiatives is available for inspection.
• Evidence of service user engagement in policy reviews and decision-making.

5. Compliance Monitoring and Audit Procedures

• Internal Audits: Conducted quarterly to ensure compliance with CIW standards.
• Annual Reviews: Full compliance check against Safe Care and Treatment regulations.
• Staff Supervisions & Appraisals: Carried out every six months to maintain high care standards.

6. Conclusion

We are committed to delivering safe, high-quality, and person-centred care in full compliance with CIW regulations and best practice guidelines. This policy ensures that service users receive care that is dignified, respectful, and free from harm. It serves as a guide for staff and CIW inspectors, demonstrating our dedication to safety, accountability, and continuous improvement.

7. Policy Review and Governance

This policy is reviewed at least annually, or sooner where required, to ensure it remains compliant with the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended), CIW requirements, and the Welsh Ministers’ statutory guidance. The policy will also be reviewed following any significant incident, safeguarding concern, change in legislation, inspection outcome, or identified learning from quality assurance activities. All reviews and updates are approved by the Registered Manager and Responsible Individual, and communicated to staff as required.

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