- Published: 27/10/2022
- 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
E5.1 How are people’s day-to-day health and wellbeing needs met?
E5.2 How does the service make sure that people can understand the information and explanations about their healthcare and treatment options, including medicines, and their likely outcomes?
E5.3 How are people involved in regularly monitoring their health?
E5.4 Can people access care, support and treatment in a timely way and, where the service is responsible, are referrals made quickly to appropriate health services when people’s needs change?
Potential sources of evidence
People & their carers, friends and relatives:
Feedback about:
- Access to healthcare services and advice.
- Timeliness of responses to need for new GP / nurse / other healthcare appointments / medicines.
- Support and access for regular checks/monitoring appointments
(chiropodist/dentist/diabetes/continence nurse/optician/etc).
Customer Feedback
- Share your experience forms.
- Information of concern enquiries.
Organisations
Feedback about whether/how:
- Liaison/cooperation with healthcare services, including for example, as needed:
- GPs, consultant and specialist doctors. #
- Acute hospital ward staff.
- Tissue viability, diabetes, oncology, urology, continence nurses.
- Physiotherapy and Occupational therapy services.
- Pharmacy services.
- Healthwatch.
- Service commissioners & care managers.
Staff & Volunteers
- Understanding of people’s general and particular healthcare needs.
- Knowledge of the meaning and impact of changes in health and wellbeing.
- Knowledge of common risks and issues and how to prevent them, e.g. urinary tract
infections, skin care (tissue viability), wound management, pain. - How and when information about people’s health and wellbeing is shared with
colleagues and managers.
Observation
- Staff handover meetings: handling of healthcare issues.
- Staff discussions with healthcare professionals.
Records and policies
- Individual people’s health records, including for example tissue viability/ wound
management plans, health action plans, appointments and visits from healthcare
professionals. - Information for people about particular conditions.
- Medicines management.
- Complaints and compliments.
In Specialist Colleges
- Healthy lifestyle learning programme records.
- Sport and physical activity.
Ratings characteristics
- Outstanding
There are champions within the service who actively support staff to make sure people experience good healthcare outcomes leading to an outstanding quality of life.
The service sustains outstanding practice and improvements over time and works towards, and achieves, recognised accreditation schemes.
The service empowers people to make choices about their health and how it should be monitored and managed.
Where people have complex or continued health needs, staff always seek to improve their care, treatment and support by identifying and implementing best practice. Links with health and social care services are excellent.
- Good
People experience positive outcomes regarding their health and wellbeing. Anything that could affect health and wellbeing is identified and action is taken to address this.
The service ensures that people receive information about their care and support options, including information about their likely outcomes. Staff are given time to explain information to people who cannot read or understand, and to provide alternative ways to communicate where needed.
The service involves people in decisions about their health and encourages people to make choices, in line with best interest decision-making.
The service makes appropriate and timely referrals to other relevant professionals and services, and acts swiftly on their recommendations.
Health passports and transition plans are developed, maintained and used consistently.
Where appropriate, staff act as advocates for people in their relationships with other services, when this is required.
- Requires improvement
The service monitors people’s health, care and support needs, but does not consistently act on issues identified. People may not have the best possible health outcomes and there is a risk that their health could deteriorate.
The service gives some people information about their care and support options, but it is not always provided in a consistent or accessible way. Staff may not have enough time to help people to understand their health and treatment options.
The service does not always ensure that people have choice and control over their health needs, where this is possible.
The service does not always make referrals at the right time to make sure that people’s health and wellbeing is maintained or improved. It does not effectively carry out the care and/or treatment as directed by healthcare professionals.
- Inadequate
The service does not meet people’s day-to-day needs and people do not experience positive outcomes regarding their health.
The service does not give people information about their health and treatment options.
The service does not involve people in decisions about their own health care.
The service does not make referrals for appropriate care and treatment at the right time, and recommendations for care and treatment by other professionals are not always carried out as directed.
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?
Discover how we turnaround failing services, support executives, support managers, and implement our proven health and social care solutions.
LSW Care Solutions and our associates understand the challenges in Health and Social care, but, also know how incredibly rewarding it is to work in this industry every day and improve the lives of people we support.
Our expert associates provide a wide range of solutions from ‘hands-on’ support to the executive level with the ability to work nationally. We work with you to understand your specific needs and design a tailor-made package of support to suit your requirements and budget.
LSW Care solutions have experienced trainers within Health and Social care that can provide training and support. We have a package of E-Learning courses that can be purchased online and run a variety of addition face to face training and workshop
Related Posts
Is It Effective: Consent to care and treatment
Is consent to care and treatment always sought in line with legislation and guidance?
Is It Effective: Accessible Premises
How are people’s individual needs met by the adaptation, design and decoration of premises?
Is It Effective: Supporting people to live healthier lives
How are people supported to live healthier lives, have access to healthcare services and receive ongoing healthcare support?