Transforming Services with Care Elevation Consulting

At the beginning of the Covid-19 pandemic, the guidance from Health Protection Scotland and NHS Public Health caused confusion and distress among service users, staff, and management within care services. This confusion made it challenging to navigate how best to support each other and reduce infection risk.

Initial Crisis and Intervention:

Phil was commissioned by a care home provider to take over the management of a care home graded as “2 – Poor” by the Care Inspectorate. The lack of confidence in the provider led to families removing their relatives from the service.

Without delay, Phil took control through effective communication and leadership, clarifying roles, expectations, and new infection prevention and control measures. He led the team in a manner that emphasised their value and contribution as part of a caring service.

Communication and Engagement:

Residents and their families quickly responded positively to new communications, engagement actions within government rules, and opportunities to use digital technologies to maximise communication with their loved ones.

Leadership and Technological Integration:

Phil became the registered manager while recruitment was underway for a new permanent care home manager. He engaged with local authorities interested in commissioning beds and showcased the care home and its attributes using digital technologies despite traditional marketing restrictions.

Results and Continuous Improvement:

Within three weeks, Phil welcomed the first new resident, followed by three more in the next two weeks. Although the Care Inspectorate did not visit, they maintained weekly telephone contact, and information about improvements was shared, inspiring confidence in the service. 

Phil involved staff, residents, and relatives in creating and implementing a development plan for the care home. Physical improvements were made, including outdoor visiting spaces and activity areas, and additional activities staff were employed. These staff members were supported to utilise the CAPA guidance to promote movement and stimulation. Further technology was used to capture residents' activities and share them on a platform with relatives to enhance their connections.

Outstanding Outcome:

By the time a new manager took up the post, Phil had increased the care home occupancy from 39% to 70% and secured a contract with a local authority for interim care placements at an enhanced nursing rate, raising the occupancy rate to 82% within three months.