The safety and wellbeing of our Residents is our priority; we've taken significant steps to ensure this.
We've developed a robust operational quality management system that defines the way that we work, which is monitored by a Clinical Governance Group and inspected by our own team in Service Quality Inspectors.
Through a range of feedback mechanisms we constantly monitor the quality of our services by actively encouraging confidential and open compliments, complaints or concerns from Residents, Colleagues, Relatives and Health and Social Care Professionals; this valuable feedback helps us to evolve our services and shape the way that we work.
HC-One care homes are regulated by three separate regulatory bodies, the Care Quality Commission in England, the Care Inspectorate in Scotland and the Care Inspectorate Wales.
All three regulators have adopted a supportive role during the coronavirus pandemic, ensuring that care providers are aware of relevant guidance and have access to the support they need.
Whilst the focus on inspecting quality care and services has changed, we’ve still had many of our care homes inspected by a number of different bodies with a strong emphasis on infection control.
In England, the Care Quality Commission (CQC) developed an Emergency Support Framework (ESF) to engage with care homes via telephone to assess their capability to address coronavirus related challenges. The ESF inspection is carried out and if any concerns arise this prompts an inspection visit. Over 100 such inspections have been carried out which have resulted in overwhelmingly positive feedback and to date not triggered any inspection visits.
In Scotland, the Care Inspectorate (CI) has continued to work to their standard inspection regime with a greater emphasis on infection control procedures.
The Care Inspectorate Wales paused its inspections but continues to monitor services closely through regular engagement with HC-One’s quality assurance systems.