Transforming Lives with Care Elevation Consulting

During the covid pandemic, the Care Inspectorate introduced a new quality indicator, Key Question 7, to address inspection activity alongside the established framework components. This new focus aimed to enhance overall care quality, particularly in areas impacted by the pandemic.

Initial Inspection and Challenges:

Following an inspection of a Care Home for Older People, the service received an overall grade of 3 – Adequate, along with five specific requirements to be met, three of which were critical within a four-week timescale. These requirements centered on:

• Medication protocols,
• Care plan improvements,
• Infection prevention and control standards,
• Comprehensive documentation.

Leadership and Strategic Improvement:

Phil, leading an improvement team, stepped in to support the care home management, who initially perceived the tasks as insurmountable. Phil conducted a thorough analysis of the service's knowledge, skills, and capacity to formulate a robust action plan. This plan aimed to demonstrate the service's competence and ability to meet inspectors' standards effectively.

Collaborative Action Plan:

Through collaboration with internal and external managers, the team established clear tasks, priorities, and considerations for each improvement area. The improvement team engaged the wider workforce in comprehensive training, information gathering, process development, and evidence-based recordings.

Managing Stress and Navigating Change:

The team acknowledged the stress associated with both the improvement work and the ever-evolving covid guidance. They implemented strategies to manage these stressors effectively, ensuring a focus on mental well-being alongside operational improvements.

Achieving Timely Results:

Supported by Phil, the management team successfully completed the critical tasks within the four-week timescale. A follow-up visit by the Care Inspectorate confirmed that the three urgent requirements were met. Additionally, Phil advocated for a collaborative approach, achieving the remaining two requirements within the eight-week timeframe.

Positive Feedback and Recognition:

The third inspection highlighted significant improvements in the service's capability, recognizing the workforce and management's dedication to ongoing improvement. Phil received commendation for his instrumental role in guiding the service to exceed the inspection team's expectations.

Outcome:

The service was re-evaluated with an overall grade of 4 – Good, with aspects recognised as grade 5 – Very Good. This case study exemplifies the power of leadership, collaboration, and resilience in transforming challenges into triumphs.