- Published: 12/10/2022
- Contains public sector information licensed under the Open Government Licence v3.0.
Over the next few months, we will be exploring the CQC key lines of enquiry by each question and sharing resources we think you might find useful.
Sources of evidence: what CQC inspectors look at against each KLOE
By effective, the CQC mean that people’s care, treatment and support achieves good outcomes, promotes a good quality of life and is based on the best available evidence.
Questions
E4.1How do staff work together to ensure that people receive consistent, timely, coordinated, person-centred care and support when they are referred to, use, leave, or move between, different services?
Potential sources of evidence
People & their carers, friends and relatives:
Feedback about:
- How well the team communicate and work with each other and staff in other
services. - Whether referrals are made to other services when needed, and in a timely way.
- How well people’s needs are known and understood by staff.
CRM (Customer Feedback)
- Share your experience forms.
- Information of concern enquiries.
Organisations
Feedback about whether/how:
- How quickly and effectively the service refers people to/involves/receives referrals
from other agencies when this is needed. - Whether the service communicates effectively with commissioners / care managers when peoples needs change.
Staff & Volunteers
- Awareness of the impact of changing needs and risks, and how and when to involve
other agencies and services. - How well they and their colleagues work together, and with staff in other agencies.
Observation
Handover and other discussions about:
- Responding to changing needs.
- Referring people to / receiving people referred by other services.
- Working with other services and agencies.
Records and policies
- Referrals to other services.
- Referrals from other services.
- Communications with commissioners and others about changing needs.
- Complaints and compliments.
Ratings characteristics
- Outstanding
There is a thorough approach to planning and coordinating people’s move to other services, which is done at the earliest possible stage. Arrangements fully reflect individual circumstances and preferences.
Staff, teams and services are committed to working collaboratively and have found innovative and efficient ways to deliver more joined-up care and support to people.
- Good
The service has clear systems and processes for referring people to external services, which are applied consistently, and have a clear strategy to maintain continuity of care and support.
The service involves people in planning their move between services.
Staff work collaboratively across services to understand and meet people’s needs.
- Requires improvement
The service is inconsistent in its approach when people move between services or use more than one service.
Care and support is not always properly planned and coordinated when people move between different services. Systems and processes may be inconsistent, such as how records and information should be shared, or the staff lack skills or training to coordinate care and support.
Some people do not know which service to contact about their care and support.
- Inadequate
Information sharing and communication with other services is consistently poor. Information is not always shared with other services, or is inadequate when it is shared.
The service does not take responsibility for ensuring that care and support is coordinated, leaving it to other agencies to manage.
People do not know which service is responsible for their care and support, or who to contact.
Does your service need some support with making sure you have the policies, processes, and evidence to respond to the CQC to achieve your desired rating?
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