The CQC will want to be assured that your service always treats people with kindness, compassion, dignity, and respect.
Kindness and compassion should be a part of everyday care. Your team should be given the time to not only perform their duties but to build relationships. Their care, compassion and empathy should be genuine, something which is only possible if you have recruited the right people, led by strong values.
You should consider how you match your team with the people they support and staff should be effective in how they communicate and ensure that they are understood. People’s privacy and confidentiality is important to them, so the CQC will want to know how you protect this.
The people you support will have many different emotional needs so it will be important to ensure your team can effectively respond to these. This may require additional training and support.
When interviewing people, the CQC inspectors will want to know how they are treated by staff. When speaking to your staff, they will want to discussion their experiences getting to know the people they support. In some care environments, the inspector will also want to observe how the staff interact with people. Managers may be asked about how you ensure the service is not a closed culture that can lead to harm.
In terms of documentation, the inspectors may choose to review:
- care plans
- records of compliments and complaints
- staff training and induction
- and Policies and procedures covering subjects such as privacy, dignity, data management.
In GO Online you will find recommendations, examples, and resources to help you meet this area of CQC inspection.
Watch the film here: https://vimeo.com/787631198