After acquiring the first care home, we were given descriptions of non-compliances as huge inevitable walls blockading the running of a care home. We noticed that some organisations were too worried about them not knowing how to manage compliances & were terrified of the CIW or CQC while some others considered it as a tick box experience.

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We had no intentions of compromising on Quality, Procedures or Protocols and dedicated our time and effort on getting things straight, right from the beginning.

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We are a bunch of experienced, qualified personnel owning a firm know-how knowledge of the Health and Care industry with strong arms in the Care Home, Management, Compliance and Technology background. During the days when we bought the care home and started getting into the nitty gritty detail of its day to day working, we faced a multitude of issues. We tried different approaches to address these, but we knew that all of these methods are conventional and have been tried and tested by care homes around the UK and it isn’t fool-proof.

 

It disturbed us to realise that WE as a group of experienced professionals who followed CIW protocols all along is still finding the work flow/ process failing at times. We then pondered on how to address them on a tailored basis to design a strategy which works best for our care home. We identified the fault through in-depth analysis of each issue. The next step was to come up with a solution with our existing resource which in itself is a huge challenge. For instance, medication issues can be monitored and audited by a daily few hours visit by an experienced Pharmacist, but a medium or small care home cannot accommodate the expenses it necessitates. We had to think outside the box within our resources. The other steps in the challenge was to keep our staff motivated & happy, maintain a good balance between money invested, job satisfaction, productivity & returns, whilst retaining and building on a firm positive reputation. We tweaked the daily roles of the existing staff and amended the workflow in each process. Meticulously though, we came up with solutions one after the other.

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We conducted similar Root Cause Analysis for each of the issues we faced and one step at a time, we managed to address all issues logically and with great effectiveness. For instance, medication issues have been a relentless concern. After trying few approaches, we advised staff to deal with one patient at a time. Each patient’s medication box and log book when taken needs to be processed, medicine administered, details entered, remaining medicines logged and kept back in its appropriate location before touching the next patient’s log book and medication.

We then put monitoring systems in place to sustain the implemented efficient working process.

We then traversed the so-called steep climb, conquering 7 such walls of non-compliance in a period of 6 months. We attribute our success and achievement to the strong ethics we hold, the attitude of no compromise on quality, sheer hard work and dedication to get things right both for our patients and our care home. We felt proud when accoladed by the CIW for our hard work and dedication.

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But the one huge lesson we learned from our journey is that the compliance achievement only made our daily working a much smoother and pleasant experience. We approached the problem from a multitude of angles, but with one step at a time towards achieving compliance, we felt that adherence to compliance when done smartly and efficiently makes the experience much rewarding and profitable.

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The incredible support from CIW (Care Inspectorate of Wales), proper research into every policies and compliances, root cause analysis of issues posed and implementation of proper and efficient systems & work flows in our care home were finely blended with a group of passionate minds ready to work hard with dedicated work ethics and blessed by the almighty for us to realize our dream of a proper and efficient care home of high standards.

One of our successes was down to having people with qualification and experience in solving such errors in a care home, people with the right qualification & years of experience in dealing with the management of the care sector and people with knowledge on day to day care specific needs who could provide guidance towards the same.

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We proved primarily to ourselves and to the rest of the world that with dedication and smart hard work, we can raise a non-compliant or poorly performing care home to one of the best in the area.

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We believe that every patient who decides to avail our service walks in with their family, memories, traits, desires, aversions and their world around them. We all have the right qualifications and experience in health & care but what we believe as our strongest pillar is that we have an unwavering attitude of compassion and care to accommodate the patient and their world.

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The jewel on the crown is the love and feedback of our service users enabling us to do even more for them and for the Care service. We cannot express our gratitude enough for all their wonderful reviews. We have been advising care homes towards adhering to compliance since then and shall keep striving towards enabling care homes to excel in their services to humanity.

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