We want to deliver the kindest possible care for our Residents. One of the ways that we achieve that is by making sure that every HC-One home operates to our exacting company standards. HC-One homes must abide by a strict set of operational policies and procedures which set the company standards for quality care and service delivery.
All of our care homes and services are regulated by external health and social care regulators who carry out rigorous inspections to check that we are meeting national standards. Normally, these take the form of unannounced visits day or night every year.
Vigilence is Vital
We don’t wait until the official inspectors tell us that we have a problem. If we notice anything that might be an early warning of something going wrong – such as a rise in complaints, falls, weight loss, pressure sores, unusual incidents or accidents – we’ll investigate right away.
Service Quality Inspectors
We employ our own team of in-house Service Quality Inspectors (SQI’s) to carry out announced and unannounced inspections of our homes throughout the year. These inspections ensure that every one of our homes is working to our high-quality standards. After they’ve inspected a home, the inspectors work with the care home manager and their team to look at ways of improving and enhancing operational performance. In this way, our services continually evolve under a programme of constant checks and improvement.
The inspections don’t end there. Members of our senior operational team regularly visit our care homes and thoroughly audit and review all aspects of our services. These visits often take place unannounced, during the day or night, on any day of the week. And a Care Home Managers’ typical day requires them to carry out a walk-around inspection to ensure that every member of their team is working to our strict quality standards.
We Value Feedback
We actively encourage feedback from Residents, Relatives and Colleagues to identify areas of strength or weakness at each of our homes, or to tell us about an idea or suggestion. We do this by having tablet computers in every reception area that capture live feedback which goes directly to our customer care team.
We carry out annual Resident, Relative and Colleague surveys. We analyse and review the results and we create action plans for improvement and enhancement. We also encourage Residents and relatives to publish reviews on www.carehome.co.uk, the care sector’s leading customer review site.
The health and wellbeing of the people we support is our first priority.
Confidential Whistle Blowing Helpline
Any concern about any aspect of the care or service in an HC-One home, or any care home, can be reported to an independent, confidential whistle-blowing service: Call 0800 056 2539