Well Lead 3 asks how your service delivers high quality care? How can Care2Improve help?
The new handbook gives guidance on how the inspectors will evidence quality. Robust feedback systems features largely, as does feedback from relatives, other professionals, and staff, as well as service users. The appendices to the handbook include the following prompts:
• How does the service make sure that their approach to quality is integral and all staff are
aware of potential risks that may compromise quality? Care2Improve is based on statements describing quality care; this makes good quality explicit to the staff; not only in their actions but in their support from the employer; are they enabled and supported to deliver quality
• Are quality assurance and (where appropriate) governance and clinical governance systems
effective, and are they used to drive continuous improvement? • How does the service measure and review the delivery of care, treatment and support against current guidance? Care2Improve surveys are completely based on CQC outcomes and KLoEs; done regularly, they provide an excellent platform for objective measurement, benchmarking and targeting improvements
• How does the service make sure they have robust records and data management systems?Care2Improve asks the questions: ‘there are systems and they are used’; records are in place and are up to date’
• How is innovation recognised, encouraged and implemented in order to drive a high quality
service? Care2Improve asks whether people can voice opinions, make suggestions and asks whether they are listened to. They ask staff if they are confident to speak up
• How is information from investigations and compliments used to drive quality across the
service? The objective, independent feedback, with clear graphs and charts backed up with verbatim comments, gives an excellent platform for management decision making and communicating with staff. Staff cannot see the data as biased and can have an input to solving issues made clear by the results. The Care2Improve Best Practice Follow Up package also helps you implement and drive improvement
When inspecting, CQC will be looking for the following:
Gathering feedback: From relatives, commissioners, Healthwatch and other professionals. Care2Improve elicits feedback from all three groups
Talking to people: Ask people and/or their relatives and friends what involvement they have had in quality assurance feedback and whether or not this was used to improve practice and the overall service provided. Care2Improve is proof of involvement.
Talking to staff: Explore with staff their understanding of how to provide a quality service, and how quality assurance helps drive improvement. You should also discuss how innovation is encouraged, recognised and put into practice. The Care2Improve staff surveys make sure staff understand the elements of quality care.
To support the evidence, you may wish to review quality assurance systems/audits and any associated action plans. Explore any quality based accreditation schemes that the service takes part in and how these are actively put into practice. Using Care2Improve is an excellent step towards measurable, repeatable, professional performance improvement based on solid diagnostics.
Care2Improve is a robust, independent monitoring and feedback system. Having it in place indicates that you take quality assurance seriously; sufficiently to use structured measures that are aligned to CQC outcomes and key lines of enquiry. Care2Improve also lets you benchmark, plan for improvement and solicit new ideas for innovation. Care2Improve gives you a great platform for engagement.
Care2ImproveAdopting the optional Best Practice Follow Up package will also mean that you are helped to translate your results into effective action