EVERYTHING AS IT SHOULD BE

EVERYTHING AS IT SHOULD BE

1. SAFE

   • Staff to client ratio
     • Back up & emergency plans (e.g. snow plan)
       • Duty Carer Role
         • MJ/CS able to cover calls
           • Multi skills/trained office team
             • Alternate Agencies
               • Family cover and prioritisation based on client needs
   • Qualifications
   • Training of staff
     • Carers communication channels
     • Office Team trained on Dementia Phone calls are reported to families
     • Care Certificate
       • Observations/Handovers
         • Buddy System
     • Tailored approach for different levels
     • Training based on client feedback - suggestions/complaints/compliments are acted on regularly to improve services (NICE 1.7.7)
     • Refresh & Develop knowldege opportunities - annual updates/ access to free training/ NVQ (NICE 1.7.8)
     • The Doris 10 Step process
   • Turnover
     • Transition Periods
       • July - October Uni/College Starters
         • Over Recruit during Summer to ensure there are replacements
       • School Half Terms
     • Forward Planning Postcoded Areas (T164)
       • Staffing Level Assessments
     • Exit Interview (T169)
   • Vacancies
     • Values Based Recruitment
       • Tailored training for CV screening in HR team
         • Numercay tests - at application stage
       • Involving clients/staff in interview process
   • Staff Handovers (T182)
   • Auditing - safety checks that risk assessments created at the start are still accurate

2. EFFECTIVE

   • Excellent skill base - specialist support available OT/Physio/Complex Health (NICE 1.7.5) Care Plans reflect Mobility & Exercise & OT tasks (E)
     • Outcome of this - good hydration, better mobility, reduced time for improved, mobility, confidence on going out and being safe at home, mental health stabilised, medication administered on time - stabilising
   • T075 Observation Form (to be updated) but in practice
   • Client Selection based on Skill mix within the company (T116)
   • T171 - Family Carers Supporting their needs

3. WELL LED

   • Responding to difficult situations OOH flag if carers have had issues, the management team would regularly flag if this needed a phone call. Supervisions used regularly to identify changes in behaviour (carers), holiday suggested dates for w/l balance NICE 1.7.10
   • Supervision Forms sent to carers NICE 1.7.11
     • Gathering feedback from clients for carers work as well as gathering compliments/complaints we recieve NICE 1.7.13
   • Call Monitoring - constant review of stats/ weekly close and data
   • Email Mgmt - central inbox for Roster team/Client team
   • Using Compliments/Complaints to drive change - regular reviewed, used as examples at training
   • Homecare UK Top 10
   • Director Level Involvement for every function
     • Finance Checklists/Procedure
   • Board Meeting - Email out/suggestion box

4. CARING

   • Small Details on Care Plans and on handover form (T182)
     • Compassionate behaviour to clients lives, families stresses etc - training on telephone answering with "difficult behaviour"
     • Training around dignity, compassion, privacy included in each subject area
   • Sharing information where necessary on clients/families where sensitive things may be happenning
   • NO GOSSIP, not labelling, non judgemental behaviour and training for ALL staff
   • Care Free Hours

5. RESPONSIVE

   • Weekly Client Services Meeting (T178)
     • Interpreting Data Call Monitoring - Long/Shorts
       • Care Plan Reviews
     • Complaints
       • Managing Expectations Providing information from CM
       • Providing log ons to client families in response to timing complaints (and at the start so they can provide proactive feedback vs reactive)
     • Compliments
   • Assisting clients to Church/Clubs/Appointments
     • Adapting visit times to allow for church visits
     • Reducing isolated Clients by suggesting outings - 3 NEW success stories in the last month
   • Being alert to client deterioration
   • Client Condition/Base changing we find new relevant training
   • Managing Concerns & Complaints - structured process with multiple layers to effectively respond
     • T105 in clients folders & Carer induction packs T106 tell us what you think form, encouraged to complete
   • What does it mean to CQC? What does it mean to DJL?