Demonstrating quality to your future customers Colin Angel

Demonstrating quality to your future customers Colin Angel, Policy Director

Why is quality a top agenda item? NHS and hospitals: n n Winterbourne View and Morecambe Bay Francis Report into Mid Staffordshire Target-driven culture and failure to act on NHS mortality data Social care: n n Dignity and nutrition reports Meeting needs of people with dementia EHRC report on homecare CQC homecare inspection report Whistleblowing and use of gagging clauses @colintwangel

Priority issues in homecare CQC Themed Inspection Report Missed / late visits Careworker continuity • Consider electronic monitoring systems • Inform users of unplanned changes • Resist “call cramming” • Training for coordinators Quality monitoring Staff training • Need for QA Systems • Performance review • Record and act on feedback from users • Training & development plans @colintwangel

Representing the sector: CQC Themed Inspections, 13 Feb 2013 @colintwangel

“Caring for our future” Care and Support White Paper 2013 Government committed to: n n n A single portal for health and care (NHS Choices) Access to clear information about the quality of individual providers Work with organisations to develop comparison and feedback websites @colintwangel

Provider Profiles on NHS Choices n Provides a free directory listing: w NHS Choices receives >19 million visits / month n No additional charges to enhance profile: w A text description of the service w Images and videos; biographies of key staff w Types of services offered n Profiles will be extended to offer: w User reviews from 3 rd party websites w “Transparency measures” reported by providers w Membership of organisations and quality schemes @colintwangel

Third-party ‘review’ websites n Plethora of sites developed/underway w Creation of NHS Choices may thin the field n Some review sites have alienated providers w Lack of robust moderation in user comments w Fee-paying basis for enhanced listings n n Regard negative comments as a chance to improve Create a positive impression through your response, where you have the ability to do so @colintwangel

New ‘transparency’ measures for social care n Initially 5/6 numeric indicators for homecare and residential services w All measures are stated as positive ie. 100% score is “high” n Will be self-reported by the provider w Skills for Care’s NMDS can populate two of the measures n Participation is optional w But not participating may create a negative impression n Further indicators to be developed over time w Shared Lives and disability services under developemnt @colintwangel

What the transparency measures cover Homecare Residential n Staff stability n Staff qualifications n Resolving complaints n n Scheduled visits successfully undertaken Scheduled visits taking place on time n n n Medicines management Pressure care management Falls management @colintwangel

Update your profile on NHS Choices n Find out more from NHS Choices: w www. nhs. uk n Request editing access, by e-mailing: w thechoicesteam@nhschoices. nhs. uk n Write your content carefully: w Your audience are future customers (tell them what they need to know) w Use every-day language; avoid unrealistic claims w Proof-read text; use interesting, high-quality images @colintwangel

Nuffield Quality Ratings Review(Due March 2013) All provider reps said: n n n Strong support for a ratings system UKHCA added: n w Unlike the scrapped CQC “Excellence Award” Must concentrate on users’ experience Must not add to existing regulatory burden Ideally, CQC should be the awarding body Needs to be designed with providers Must be suitable for people who use/provide homecare n Must have a graduated scale of quality w Not just “compliant” and “excellent” n Little appetite for 3 rd party awarding bodies or additional fees @colintwangel

CQC’s Quality Survey? (UKHCA’s recommendations to King’s Fund) n Broad support for the principle w Especially in homecare where users are harder to reach n n But: A one-size-fits-all survey won’t work Must concentrate on user experience (not just regulatory compliance) Results should be available to providers (Not just CQC) Should allow comparison between self-funded and state-funded services @colintwangel

NICE Quality Standards n Intended to establish quality above compliance required by regulation w They are not another form of regulation n Standards to be published include w Dementia and Looked-after Children (April 2013) w Domiciliary care w Mental wellbeing and medicines management n Time to start planning: w How your businesses will use the Quality Standards w How you tell customers about your plans @colintwangel

Use of social media n Consider Twitter, Facebook & Linked. In n Great for latest information about social care n Create a ‘presence’ among your customers n Highlight successes in your services n Positive messages about care n Link to news items of interest your audience n Engage in conversations about quality @colintwangel

Use your quality marks in public n n Display your quality marks on your literature and website Embed CQC’s “widget” on your website UKHCA’s members benefit from our Code of Practice Consider signing-up for TLAP’s “Making It Real” programme @colintwangel

Some “take-home” messages n n Openness and information high on Government’s agenda Social care expected to keep pace with the NHS w Resistance isn’t a long-term strategy n NHS Choices is an excellent (free) opportunity n Sign-up for the “Transparency Measures” n Look at opportunities to engage with customers through social media @colintwangel

How to contact me Website: www. ukhca. co. uk E-mail: colin. angel@ukhca. co. uk Twitter: @colintwangel Telephone: 020 8661 8152 @colintwangel