An Inspector Calls
Posted Tuesday 27 November 2012
As a CQC Inspector, I rely on several sources of information to help me in my role. Feedback I receive from members of the public about the care they, or their relative or loved one, has received is particularly valuable.
This information helps inform decisions I make about when, where and what I inspect. In some cases, it can lead me to make an immediate inspection.
In one such case earlier this year, concerns raised by a member of the public about the care their relative received at a care home prompted me to carry out an immediate unannounced inspection.
The person concerned told us about their relative's experience in confidence by completing the online feedback form on our website (people can also telephone or email our National Customer Service Centre).
They reported long delays between their relative pressing an emergency call button and a member of staff coming to attend. They also raised concerns about staffing levels at the home, lack of dignity for their relative and staff not respecting their relative's personal preferences.
The family member gave a lot of detailed information about their relative's experience of care. This was very important as the more information I have, the better able I am to decide what action is required.
I had recently received other similar concerns from another member of the public about this particular care home. This additional information further heightened my concerns leading me to make this immediate and unannounced inspection of the home.
When I inspected the home I found that some people were not experiencing safe and appropriate care and treatment, and that care records did not accurately reflect people's needs.
I also found that some people living in the home weren't always experiencing appropriate support and that not all staff working at the home understood the needs of the people they were supporting.
As a result I judged that the home was not meeting national standards in relation to suitably trained staff and the provision of care and welfare.
The results of the inspection have been published on our website, as are the results of all our inspections, and the home was required to produce a report setting out exactly what action it was going to take in order to meet these standards. As always, we follow up to ensure the necessary improvements are made.
If you have experienced poor care, or know that poor care is being provided somewhere, it is important that you report it to CQC. If you wish, you can do so anonymously.
Although we don't investigate individual complaints, the information you provide plays a vital role in helping CQC Inspectors like me, decide when and where to check that important standards of quality and safety are being met.
Each and every piece of feedback CQC receives is valuable to us. It helps us to build a picture of what is happening in each hospital, care home or home care agency between our routine inspections; and whenever we find that national standards are not being met, we always take action to make sure care improves.
The Care Quality Commission (CQC) regulates whether hospitals, care homes and care services are meeting national standards of quality and safety, to ensure people receive better care. They also have a specific role to monitor use of the Mental Health Act powers to detain people for treatment.
CQC is currently asking for views on their plans for the next three years. They particularly want to know what people think about how they regulate services, their role in the complaints system, and their responsibilities in relation to mental health services. Have your say. The deadline for feedback is Thursday 6, December 2012.
Commenting is now closed.