EVERYTHING AS IT SHOULD BE

Harriet-Lydia Southgate
Mind Map by Harriet-Lydia Southgate, updated more than 1 year ago
Harriet-Lydia Southgate
Created by Harriet-Lydia Southgate over 4 years ago
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Brain dump of what we are doing, what we could start doing to prove we are EXCELLENT not great
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Resource summary

EVERYTHING AS IT SHOULD BE
1 SAFE
1.1 Staff to client ratio
1.1.1 Back up & emergency plans (e.g. snow plan)
1.1.1.1 Duty Carer Role
1.1.1.1.1 MJ/CS able to cover calls
1.1.1.1.1.1 Multi skills/trained office team
1.1.1.1.1.1.1 Alternate Agencies
1.1.1.1.1.1.1.1 Family cover and prioritisation based on client needs
1.2 Qualifications
1.3 Training of staff
1.3.1 Carers communication channels
1.3.2 Office Team trained on Dementia Phone calls are reported to families
1.3.3 Care Certificate
1.3.3.1 Observations/Handovers
1.3.3.1.1 Buddy System
1.3.4 Tailored approach for different levels
1.3.5 Training based on client feedback - suggestions/complaints/compliments are acted on regularly to improve services (NICE 1.7.7)
1.3.6 Refresh & Develop knowldege opportunities - annual updates/ access to free training/ NVQ (NICE 1.7.8)
1.3.7 The Doris 10 Step process
1.4 Turnover
1.4.1 Transition Periods
1.4.1.1 July - October Uni/College Starters
1.4.1.1.1 Over Recruit during Summer to ensure there are replacements
1.4.1.2 School Half Terms
1.4.2 Forward Planning Postcoded Areas (T164)
1.4.2.1 Staffing Level Assessments
1.4.3 Exit Interview (T169)
1.5 Vacancies
1.5.1 Values Based Recruitment
1.5.1.1 Tailored training for CV screening in HR team
1.5.1.1.1 Numercay tests - at application stage
1.5.1.2 Involving clients/staff in interview process
1.6 Staff Handovers (T182)
1.7 Auditing - safety checks that risk assessments created at the start are still accurate
2 EFFECTIVE
2.1 Excellent skill base - specialist support available OT/Physio/Complex Health (NICE 1.7.5) Care Plans reflect Mobility & Exercise & OT tasks (E)
2.1.1 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
2.2 T075 Observation Form (to be updated) but in practice
2.3 Client Selection based on Skill mix within the company (T116)
2.4 T171 - Family Carers Supporting their needs
3 WELL LED
3.1 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
3.2 Supervision Forms sent to carers NICE 1.7.11
3.2.1 Gathering feedback from clients for carers work as well as gathering compliments/complaints we recieve NICE 1.7.13
3.3 Call Monitoring - constant review of stats/ weekly close and data
3.4 Email Mgmt - central inbox for Roster team/Client team
3.5 Using Compliments/Complaints to drive change - regular reviewed, used as examples at training
3.6 Homecare UK Top 10
3.7 Director Level Involvement for every function
3.7.1 Finance Checklists/Procedure
3.8 Board Meeting - Email out/suggestion box
4 CARING
4.1 Small Details on Care Plans and on handover form (T182)
4.1.1 Compassionate behaviour to clients lives, families stresses etc - training on telephone answering with "difficult behaviour"
4.1.2 Training around dignity, compassion, privacy included in each subject area
4.2 Sharing information where necessary on clients/families where sensitive things may be happenning
4.3 NO GOSSIP, not labelling, non judgemental behaviour and training for ALL staff
4.4 Care Free Hours
5 RESPONSIVE
5.1 Weekly Client Services Meeting (T178)
5.1.1 Interpreting Data Call Monitoring - Long/Shorts
5.1.1.1 Care Plan Reviews
5.1.2 Complaints
5.1.2.1 Managing Expectations Providing information from CM
5.1.2.2 Providing log ons to client families in response to timing complaints (and at the start so they can provide proactive feedback vs reactive)
5.1.3 Compliments
5.2 Assisting clients to Church/Clubs/Appointments
5.2.1 Adapting visit times to allow for church visits
5.2.2 Reducing isolated Clients by suggesting outings - 3 NEW success stories in the last month
5.3 Being alert to client deterioration
5.4 Client Condition/Base changing we find new relevant training
5.5 Managing Concerns & Complaints - structured process with multiple layers to effectively respond
5.5.1 T105 in clients folders & Carer induction packs T106 tell us what you think form, encouraged to complete
5.6 What does it mean to CQC? What does it mean to DJL?
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