CQC Links and our surge towards Outstanding Services

I had a surprise phone call last week. For the first time that I can remember a home owner called me up out of the blue. It’s usually me going out to them - talking, presenting, calling and care show’s. But this time I was called, and the reason the for the call was that the home just down the street had their CQC report published.

The home in question - Rush Court, operated by one of our Clients Elizabeth Finn, were Outstanding in two area’s and a hairs breath from Outstanding overall. The reason he called Ladder to the Moon was that there were three big paragraphs on the work that they had been doing with us.

the registered manager told us of the positive effects on staff engagement [Ladder to the Moon] had. 

This was how CQC described us 

The purpose of the scheme is to motivate and inspire staff to provide individualised care that was kind and compassionate. The scheme is recognised as a good practice scheme that involves people, staff and the wider community in developing personalised care. 

So what did we do? Our approach is to work on multiple levels with a service (and often Head Office). We work with senior teams on leading for creativity and innovation in line with CQC Outstanding. We focus on developing projects owned by the team in the service to motivate and inspire a creative culture of care.

One of the key places we work is with activity staff to involve and engage colleagues, relatives, friends family and the wider community in a way that makes a meaningful difference to quality of life. Often this involves using events in a slightly different way:

Staff spoke passionately about [Ladder to the Moon] and showed us photographs of monthly themed evenings where people and staff enjoyed time together. All staff were invited to the evenings, this included housekeeping, catering, maintenance and office staff. One member of staff told us, "I come in on my day off for them. Last night we had a cheese and wine party". We heard a person chatting to a care worker about the evening and both had obviously enjoyed the shared experience

We have a strong emphasis on working with the most isolated individuals in a service and transforming their experience.

A small example from the team last week was Mary a resident in a nursing home who normally was ‘brought’ to the breakfast room at the start of the day to eat, and then fell asleep in her chair in the dinning room until it was time to for lunch, at which point she was woken up and fed. Supported by out Outstanding Activities programme, Karen, the activity coordinator used a creative activity box, and the savouring skills she developed during training to engage Mary in a photo shoot. Much to everyones surprise Mary was alert and enjoying herself.

This is important, not only for the improvement in Mary’s quality of life, but also because of the message that it send to everyone who see’s Mary smiling, and everyone who’s then talking about that moment, about what is possible with the right engagement.

As the manager at Rush Court is quoted in the CQC report our programme is about

”Making sure everything we do is about the people who live here"

You can read the full report here CQC report from Rush court

I’m looking forward to more phone calls from operators who want their services to be Outstanding.