Our approach to equality, diversity and inclusion and how we evidence this

As the Care Quality Commission (CQC) highlights the importance of valuing diversity in the workplace, Claire Callaghan, Registered Manager, Bowfell House shares how her organisation supports an inclusive culture.

We’ve been watching the development of the Single Assessment Framework with interest and anticipation. Having attended seminars, joined online conferences, and followed the Care Quality Commission (CQC) updates, we’ve now created our own workshop to share with our team. The workshop focuses on the new inspection process, particularly on the Quality Statements and how we evidence each.

We’re pleased to see that the Single Assessment Framework appears to be adopting a more outcomes-based approach and we’re adapting positively to this change; seeing it as an opportunity to demonstrate how we provide the highest quality of care and deliver the best outcomes for all our people.

Our approach to workforce equality, diversity and inclusion is visible in the culture of openness, respect and trust that permeates through all roles and responsibilities; Bowfell House has developed an environment where everyone belongs.

To create an inclusive environment, everyone must be involved, and it’s essential senior management provide leadership with an appropriate management style and use of language that reflects their commitment to inclusivity. We fully appreciate that embracing diversity at work helps encourage innovation, encourages staff loyalty, and shows a commitment to good business ethics.

We’re incredibly proud of our low staff turnover, the openness with which our team discuss mental health and disabilities and the compassionate support the team offer their colleagues.

As with anything, providing the evidence required by CQC can be the more challenging aspect.

We’re approaching each Quality Statement as a benchmark that we intend to evidence and if possible, surpass; we’ll also be utilising the different evidence bases for each statement:

• People’s experience of health and care services

Using minutes from residents and families’ meetings; quality surveys that really embrace what’s important; encouraging compliments AND complaints; encouraging people to feedback directly to CQC.

• Feedback from staff and leaders

Minutes of different team meetings; employee journal entries; employee of the month statements; awards and recognition.

• Feedback from partners

Quality surveys from all our partners; statements, compliments and complaints we receive.

• Observation

Supporting CQC and other regulatory bodies in the inspecting processes and being honest and open.

• Processes

Ensuring we’re compliant with all regulation and being transparent in all our dealings.

• Outcomes

High retention and low turnover, high staff morale, compassionate high-quality care for residents and colleagues.

This evidence is readily maintained to ensure we’re inspection-ready at any time.

When assessing the quality statement for workforce equality, diversity, and inclusion, we’ve completed a piece of work identifying the make up of our team. We have a clear understanding of the protected characteristics and are pleased we reflect the diversity of our local community. We stand well in excess of the average in the health and social care sector with 33% of our senior leadership team identifying as being from a Black, Asian or minority ethnic background and 19% of our workforce overall. Our local authority has a community that currently stands at 14.5% people being from a Black, Asian or minority ethnic background

We work hard to secure high levels of employee engagement, and this is reflected in our low turnover, of which we’re incredibly proud. Our local authority has a turnover of 38% in health and social care; our current turnover stands at 14% and we’ll provide this evidence to CQC.

In order to evidence the quality statement we can show that our team are recruited and developed purely based on their skill set and values base. We empower our team to make decisions, be innovative and support their development with comprehensive training and development plans – all of this is evidenced via our processes, outcomes and feedback.

Observations within the home will uncover a multi-faith prayer room, resources on different religions and faiths; mental health support services offered as standard; fair recruitment and development; a range of ages and abilities within the staff team that reflects the nine protected characteristics. We also have a thorough understanding of neuro-divergence and support for members of our team with a disability

More information:

Skills for Care provides a range of resources to help regulated services meet or exceed CQC inspection. We’ll be launching a new edition of our GO Online: Inspection toolkit shaped around the CQC Single Assessment Framework on 28 March 2023.

This new toolkit will include further recommendations, practical examples, and resources to help you to reflect on your current approach to environmental sustainability.

Find out more on our webpage.

View our webinars.

Ensuring you and your team undertake regular learning and development helps you to provide a better service to the people you support. Find information and resources to support learning and development with our #KeepLearning spotlight.

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