At Choice Care Group, we have an ethos of quality of care, governance and delivery of successful outcomes which are embedded throughout the organisation. Choice Care Group has a well established corporate governance system. This includes the monitoring of the following at both Board and senior local management level.
Our robust internal inspection systems include the monitoring of:
- CQC compliance
- internal inspections compliance
- complaints and resolutions
- health & safety requirements
- accidents to staff and service users including hospital visits
- safeguarding alerts including trend analysis
- quality assurance survey results
- service user committee minutes
- industrial tribunal claims
- employee liability insurance claims
- out of hours unannounced visits by the senior management team
- exception reports on the regular monitoring visits by the Area Directors and “Expert Auditor” visits
- whistleblowing alerts and resolutions
- service user issues
- staffing and recruitment, including staff sickness, staff vacancies, overtime worked and staff turnover
- staff training
- any senior management issues and management changes
Choice Care Group also has the following in place to ensure that we are continually improving the quality of our services. These are received regularly both at Board and local management level.
There is a comprehensive training program monitored by home and individual staff member to agreed targets. This includes mandatory training as well as additional training courses specific to individual needs of homes and service users.
Additionally foundation and advanced management development programs are in place allowing staff progression and providing experienced and trusted CCG staff for new home openings who are already familiar and immersed in CCG values and culture.
The Area Directors carry out annual inspections to the CQC format across each other’s homes in addition to their regular monthly monitoring visits. A planned schedule of unannounced out of hours visits is also undertaken by the Area Directors and other members of the Senior Management Team.
The in-house psychology team are based in the homes and are supervised by Area Directors as well as clinically supervised by the qualified part time consultant psychologists.
Service users are employed as “Expert Auditors” to accompany the Area Directors on their monthly monitoring visits. They produce a report which is circulated to both the CEO and Director of Operations.
Each member of staff carries a card with the CEO’s and the Director of Operation’s contact details ensuring the ability to whistleblow at any time. The website includes the ability to whistleblow easily through the home page directly to the CEO.
CCG does not use agency staff and is focussed on recruitment to ensure that staff vacancies are always low. Whilst there is a cost implication to using agency staff, this is not the driver – the policy is driven by wanting to know our staff and ensure that they are appropriately trained.
CCG engages with purchasers and is transparent with respect to fee breakdowns so that the purchasing body is very clear about the levels of support and service they are purchasing.
All staff have to have CRB (Criminal Record Bureau) checks and references which meet the CCG standards before they can work in the homes. Robust systems are in place to ensure that new staff cannot put our service users at risk.
All service users have activity timetables to ensure that they are actively engaged and occupied and this is overseen in terms of activity and content by a centralised activities coordinator.