Demonstrating quality to your future customers

Colin Angel, Policy Director

@colintwangel

Why is quality a top agenda item?NHS and hospitals:

Winterbourne View and Morecambe Bay

Francis Report intoMid Staffordshire

Target-driven culture and failure to act on NHS mortality data

Whistleblowing and use of gagging clauses

Social care:

Dignity and nutrition reports

Meeting needs of people with dementia

EHRC report on homecare CQC homecare inspection

report

@colintwangel

Priority issues in homecareCQC Themed Inspection Report

Missed / late visits• Consider electronic

monitoring systems

• Resist “call cramming”

Careworker continuity

• Inform users of unplanned changes

• Training for coordinators

Quality monitoring• Need for QA Systems

• Record and act on feedback from users

Staff training• Performance review

• 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: 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 Provides a free directory listing:

NHS Choices receives >19 million visits / month

No additional charges to enhance profile: A text description of the service Images and videos; biographies of key staff Types of services offered

Profiles will be extended to offer: User reviews from 3rd party websites “Transparency measures” reported by providers Membership of organisations and quality schemes

@colintwangel

Third-party ‘review’ websites

Plethora of sites developed/underway Creation of NHS Choices may thin the field

Some review sites have alienated providers Lack of robust moderation in user comments Fee-paying basis for enhanced listings

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 Initially 5/6 numeric indicators for

homecare and residential services All measures are stated as positive

ie. 100% score is “high”

Will be self-reported by the provider Skills for Care’s NMDS can populate two of the measures

Participation is optional But not participating may create a negative impression

Further indicators to be developed over time Shared Lives and disability services under developemnt

@colintwangel

What the transparency measures cover

Homecare

Staff stability Staff qualifications Resolving complaints Scheduled visits

successfully undertaken

Scheduled visits taking place on time

Residential

Staff stability Staff qualifications Resolving complaints Medicines

management Pressure care

management Falls management

@colintwangel

Update your profile on NHS Choices

Find out more from NHS Choices: www.nhs.uk

Request editing access, by e-mailing: thechoicesteam@nhschoices.nhs.uk

Write your content carefully: Your audience are future customers

(tell them what they need to know) Use every-day language; avoid unrealistic claims Proof-read text; use interesting, high-quality images

@colintwangel

Nuffield Quality Ratings Review (Due March 2013)

All provider reps said:

Strong support for a ratings system

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

UKHCA added:

Must be suitable for people who use/provide homecare Unlike the scrapped CQC

“Excellence Award”

Must have a graduated scale of quality Not just “compliant” and

“excellent”

Little appetite for 3rd party awarding bodies or additional fees

@colintwangel

CQC’s Quality Survey?(UKHCA’s recommendations to King’s Fund)

Broad support for the principle Especially in homecare where users are harder to reach

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

Intended to establish quality above compliance required by regulation They are not another form of regulation

Standards to be published include Dementia and Looked-after Children (April 2013) Domiciliary care Mental wellbeing and medicines management

Time to start planning: How your businesses will use the Quality Standards How you tell customers about your plans

@colintwangel

Use of social media

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

@colintwangel

Use your quality marks in public

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 Openness and information high on

Government’s agenda Social care expected to keep pace

with the NHS Resistance isn’t a long-term strategy

NHS Choices is an excellent (free) opportunity Sign-up for the “Transparency Measures” 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

Telephone:

020 8661 8152

Twitter:

@colintwangel