Update from the CQC Trade Association meeting on 11 November 2019

NCF Policy Director, Liz Jones, and our new Policy, Research & Projects Officer, Nathan Jones, attended the monthly CQC Trade Association meeting on 11 November 2019.

Updates from the CQC

A reminder about new supporting information for inspectors and Mental Health Act reviewers help them better understand how to  identify and respond to ‘closed cultures’ in services – (click here for more information)

The CQC say there are particular challenges in regulating services where there is a culture of concealment of abuse and human rights breaches. This supporting information will help their frontline staff to assess services where there may be a risk of abuse and abusive cultures. It will also help managers in CQC to support their frontline staff in this difficult task.

Purpose of the new information for inspectors:

  • Helps inspectors and Mental Health Act Reviewers identify services where there may be a high inherent risk of a closed culture that might lead to abuse or breaches of human rights and lay outs how they should monitor these services
  • Helps inspectors and Mental Health Act Reviewers identify warning signs that there may be a closed or punitive culture, or risk of such a culture developing and confirms that they will have a low threshold for carrying out an inspection where warning signs are developing in a service with a high inherent risk
  • Sets out to inspectors and Mental Health Act reviewers how to use strengthened regulatory policy, methods and processes when there is a high inherent risk and/or warning signs. This includes gathering information from people who use services and their families early in the inspection planning, so their views can influence other evidence gathering, as well as a focus on inspection on the experience of people at the highest risk of human rights breaches.

 Visiting rights in care homes – (click here for more about visiting rights in care homes)

The CQC has updated its information about visiting rights in care homes to highlight that residents also have consumer rights, which help to ensure that they are fairly treated and protected if things go wrong. The CQC is working with the CMA, trading standards and other partners to improve awareness of consumer rights in relation to social care.

No change to CQC Fees scheme in 2020/2021 (click here for more about the Fees scheme)

There will be no changes to the CQC fees schemes next year, unless a provider is changing their registration or size.

CQC Sexual Safety and sexuality in adult social care

The CQC cannot publish any new information in the pre-election period, so the publication of this report has been moved to 2020, exact date to be confirmed. The CQC have been working on this report for some time. We continue to emphasise the importance of balancing issues of sexual safety with those of sexual wellbeing, positive relationships and positive sexuality within the report and to offer further discussion about the messaging about and communication of the report when it is finally published.

Action: to revisit at the next meeting in December in more detail.

Consultation from the Chartered Trading Standards Institute about Care Home complaints

We heard from Adam Mortimer at the CTSI about a consultation they have launched on their latest guide on handling and responding to complaints in care homes.

Last year, they produced a series of three booklets for the business companion website to help care home owners and registered managers to follow the principals of consumer law that apply across the UK in the care home sector.

They have now drafted the next guide in this area that is designed to be an introduction and complimentary guide to the complaints landscape across the UK.  This guide brings together the best practice advice from the CMA and existing guidance published in England, Wales, Scotland and Northern Ireland, as well as best practice advice on the principles that make a good complaint handling procedure.

They would like feedback on the draft guide, click here.

Click on the image below to view the slides from the meeting.

Participation Form for Care Providers: Personal experiences

A request from Department of Health and Social Care

The social care sector is facing a recruitment crisis. Across England, there are currently 122,000 vacant positions on any given day and the sector will need to recruit to a further 580,000 job roles by 2035. Between February and April 2019, the Department of Health and Social Care ran a national adult social care recruitment campaign which generated a 14% uplift in clicks on the apply button for care roles on DWP Find a Job and 97% more searches for jobs containing ‘care’ or ‘care worker’.

Building on the success of the first wave, the next phase of the campaign will run from autumn 2019 to April 2020.

To attract the best staff, we need to act together.

We need to help people recognise what a rewarding and varied career option Adult Social Care can be, so that we can recruit (and retain) staff with the right values and skills.

What providers can do to participate:

DHSC is calling for care providers across England to send in stories and images from people who work in adult social care using this form. These stories will be shared on the website, the Facebook page, and with the Media.

An example of a care worker’s personal experience:

Alison left a career in teaching to help care for her mother. After she sadly passed away, Alison decided it was time for a change and had a go at working in care. Five years later, and she has now progressed to Senior Care Assistant at Bupa UK and completed her medication training.

“I’d say definitely give it a go, you don’t know if you like it until you’ve tried it. It doesn’t always work for everyone, but most people do stay because it’s great and so rewarding.”

Image requirements

  • The image should be a high-resolution picture (2MB) of the care worker, and a client if permission is given from the client
  • The image should be in the professional setting in which the care worker works
  • The care worker and clients depicted must have given explicit permission for the picture to be shared on the Facebook Page and DHSC website.

On Facebook, we would also like to tag the provider and the care worker where possible, subject to permissions being granted to do so.

We will pull together a written story and quote from the information you provide in the consent form, which can be downloaded here. We will confirm before we post any content, and you will be able to review and approve what is going to be uploaded. We will also share a link to the post once it is live so that you can share, like, or comment.

By submitting this form, you give permission for your employer and affiliated parties to use these images and the related story in promotional media.

Send completed form to: [email protected] Please make sure that any care workers or clients who are put forward for inclusion are aware of the activity and have given explicit permission for the content to be shared on the www.facebook.com/everydayisdifferent page and website


Lily, 76, fulfils a wish by parachuting to raise money for Alzheimer’s Society

Adventurous Lily Harris, a resident at NorseCare’s Harker House care home in Long Stratton, South Norfolk, fulfilled a lifetime’s wish by doing a tandem skydive to raise funds for the Alzheimer’s Society.

On a beautiful sunny November morning, Lily, 76, who has lived at Harker House since 2016, was given a thorough safety check by the team at UK Parachuting before joining her tandem pilot to jump from 10,000 feet above the Suffolk coast.  She landed safely shortly afterwards and exclaimed how exhilarating it was.

As part of NorseCare’s wellbeing strategy, residents are invited to come up with their own wishes, which they pin to a wall or hang on a wishing tree.  Care teams at the homes and schemes then do their best to make those wishes come true.

Previous wishes have included visits to Norwich City games, a day out fishing, trips to the seaside and even the renewal of wedding vows!  Lily’s wish was by far the most adventurous so far, and she has chosen to raise money in aid of Alzheimer’s Society – raising more than £600 so far.

Alzheimer’s Society commits itself to maintaining, improving and promoting its unique knowledge and understanding of dementia. It seeks to define and develop quality in its activities and services, to be inclusive of all communities but in particular people with dementia, their families and the professionals who work with them and to work in partnership with other organisations which share its aims.

Click here to visit Lily’s GoFundMe page.

Lily’s sky dive took place at UK Parachuting, Beccles Airfield, Ellough, Beccles, Suffolk.

Veterans at Sir Aubrey Ward House enjoy talk to mark Remembrance Day

Marlow-based care home, Sir Aubrey Ward House, welcomed PhD student Axel Dessein, from the Centre for Grand Strategy at King’s College London, to speak with veterans and fellow residents to mark Remembrance Day.

Axel’s research on ‘China’s Rise’ follows seven years of study in this area with both undergraduate and graduate degrees in Chinese language and cultural studies. His current research explores China’s ideological influence on the world order and, in his talk he focused on the origins and course of the First World War and some of the contentious debates around this.

Sir Aubrey Ward House, run by The Fremantle Trust, also invited residents from Cherry Garth (Holmer Green), The Heights (High Wycombe) and Lent Rise House (Burnham) – all of which are part of the Trust’s services for older people. Wartime exhibits were kindly provided by Marlow Museum to display around the care home as talking points for the special event.

Among the attendees was 97-year-old Arthur Holt (known as Archie), who served in the King’s Royal Rifle Corps and Rifle Brigade. During his time in the war, Archie was hit in the arm by shrapnel. He commented: “We all just did what we had to do – we had to get the job done.”

Two veterans from Cherry Garth also attended – Gordon Young and John Pearl. Gordon was a Sergeant in the Parachute and Middlesex Regiments who served in Korea and John was a Private in the Royal Mechanical and Electrical Engineers.

Commenting on the event, Axel said: “It was a privilege to come and speak with residents for this special occasion as I find it incredibly humbling meeting veterans of war.”

Sue Faulkner, community and lifestyle manager for The Fremantle Trust, added: “We were delighted to have the chance to hear Axel’s fascinating perspective on China’s link to the First World War. It was also a poignant opportunity to remember residents’ personal contributions to serving their country in wartime, which is so important.”

Optalis supports School Days with stirring SOUP Event

A local social care provider hosted a community event in Wokingham to offer local organisations the opportunity to raise awareness of their work and pitch for funding for their community project.

The event, hosted by Optalis at the Westmead Centre, gave members of the community an opportunity to come together and listen to a range of community project ideas, allowing them to influence and support the positive changes taking place around them. Through a secret ballot, all attendees were able to vote for the project they were most inspired by.

The winner of the night’s donations was School Days, a project set up in partnership between First Days Children’s Charity and Wokingham United Charity. The scheme works to provide children aged 4-16 with preloved school uniforms and equipment, supporting Wokingham families in need.

School Days was awarded the funds raised during the evening along with matched funding from Optalis, amounting to £250. With the donations, School Days will be able to purchase uniforms and school equipment when a preloved option isn’t available.

Currently, 4.1 million children are living in poverty in the UK and families living below the minimum income standard simply cannot afford school uniforms. And, with uniforms costing on average per year, per child £251 for primary school and £316 for secondary school, the work of School Days is invaluable to the surrounding community.

Jodie Reichelt, Customer Experience Champion at Optalis, commented; “The SOUP event gives local people a fantastic opportunity to create new connections and support projects happening in their area.”

Continuing, she added; “We are delighted with how the evening went. It was rewarding to see the support for local projects and see everyone coming together to discuss ideas and share resources.. We’d also like to wish School Days every success for the future, and hope this donation will be of benefit to the families they work with.”

Lindsay Browne, School Days Project Co-ordinator, remarked; “Thank you so much for allowing School Days to be part of Thursday’s event and even better the project was the recipient of £250. An amazing bunch of people attended and it was so nice to hear that the value of the project is being recognised and so many people are keen to help where they can. What an amazing community we are all part of!”

Two other local organisations, Wokingham Garden Share and Just Around the Corner (JAC) also attended the event and pitched their ideas to the community.

Along with bread and refreshments, SOUP made by the Optalis Bridge that Gap café and Munchbox was served at the event. Bridge that Gap café and Munchbox provide individuals with learning disabilities an opportunity to gain customer service skills by serving freshly made lunches whilst working towards paid employment.

SOUP Events originated in Detroit where communities developed the idea of crowdfunding for local people and causes. The idea has since been introduced to communities across the UK, with this event the second to take place in the Wokingham area.

Quantum Care’s veterans celebrated in Remembrance Day commemorations

Quantum Care, held a poignant ceremony last week to commemorate Remembrance Day with over 30 residents presented with Armed Forces Veterans and Women’s Land Army badges.

The event was an important opportunity to observe Remembrance Day and pay tribute to those who served the country. It also gave those residents too frail to travel to other Remembrance Day events the chance to pay tribute to those who served in the Armed Forces and to remember their own service.

Badges were also awarded to Quantum Care residents in recognition of their service in the Women’s Land Army, the Women’s Auxiliary Air Force, the Army Parachute Regiment and the Royal Artillery’s Mobile Defence Force, among others. Stella Pearce, 85, who served in the Royal Naval Service, which she joined at the young age of 19, was one of the veterans honoured in the ceremony.

The event took place at de Havilland Aircraft Museum, which provided an awe-inspiring location with exclusive early access to their brand-new aircraft hangar. The museum holds an important collection of historic aircraft, and for two weeks leading up to the event, residents’ Remembrance themed artwork was displayed in the museum.

The event is part of Quantum Care’s rolling programme, ‘Out of Sight but Not Forgotten’, which seeks to ensure that regardless if someone lives in a care home or is otherwise unable to attend a Remembrance event elsewhere in the country, their service will be recognised. Part of this campaign over the years has been to recognise not only those who fought in active service but also those who supported the war effort in some way.

Quantum Care was also honoured to have the Lord Lieutenant of Hertfordshire join the commemorations as he made a moving speech and handed out the Veterans and Women’s Land Army badges. Veteran Joseph Kelsey, 96, said he felt like a “celebrity” when people cheered for him as he accepted his medal from the Lieutenant.

Maria Ball, Chief Executive of Quantum Care, said:

“This event has shown the importance of commemorating the efforts and sacrifice of our veterans and we are honoured to have had the opportunity to pay tribute to them.

“It has been a great privilege to bring together veterans living at Quantum Care homes, their families and other important members of the community to share memories. It goes without saying that we are all indebted to our veterans for their service and ongoing sacrifice.

“Not only are these commemorations important for our country, it is an incredible opportunity to celebrate the brave and selfless acts of our veterans. I also want to thank de Havilland Aircraft Museum for giving us the opportunity to scale up our ‘Out of Sight but Not Forgotten’ programme and ensure that more of our veterans receive the recognition they rightfully deserve.”

Veteran and badge recipient Stella Pearce, 85, said:

“It is an honour to get this badge today with so many others who also served receiving well-deserved recognition. I joined the Navy at just 19 years old and I was very proud to serve my country.”

Ernest Large, Armed Forces Link Volunteer, Quantum Care said:

“It is extremely important that we identify our veterans and acknowledge their service, that’s why it has been so great to work with Quantum Care to create the ‘Out of Sight but Not Forgotten’ campaign.”

Alistair Hodgson at de Havilland Aircraft Museum said:

“We are delighted to have worked with Quantum Care to host this Remembrance Day event, a testament to our ties with the care provider.

“It has been an exciting opportunity to provide such an appropriate location for this event. The history on display at the museum not only highlights de Havilland’s contribution to aircraft technology but also an important part of the history of British Aviation.

Veterans mark Remembrance with services and poppy-making

They included the playing of The Last Post, a two-minute silence and the laying of poppy wreaths, marking the culmination of a fortnight of events and activities at the charity’s three Homes. Royal Star & Garter provides loving and compassionate care to veterans and their partners living with disability or dementia.

Veterans from the Surbiton and High Wycombe Homes also attended the National Service of Remembrance on Remembrance Sunday at the Cenotaph in Whitehall, London. In Solihull, residents, staff and volunteers laid a wreath at the local Remembrance Sunday Service and Parade at St Alphege’s Parish Church.

The Solihull residents made poppies from the bottoms of plastic bottles in the run-up to Remembrance Day (Monday, 11 November), which were used to decorate the Home. The service was conducted by Chaplain Speaker Stephen Linstead and also featured a standard bearer and bugler. Later that day, residents went on an outing to nearby Feckenham, a village which holds special events to commemorate its men who fought in the First World War each Remembrance.

At Surbiton, residents made paper poppies and wreaths with children from nearby St Matthew’s Primary School. There were also daily readings of First World War poems in the week leading up to Remembrance, each followed by a minute’s silence. On Remembrance Sunday, five residents attended the local service at Surbiton War Memorial. The service on Remembrance Day was led by Reverend Helen Hancock and supported by a standard bearer and bugler. Also on Remembrance Day, residents from the Home attended the annual Western Front Association Service of Remembrance at the Cenotaph.

In High Wycombe, residents made felt, tissue and knitted poppies, while others created the flower using their thumb prints. The Remembrance Day service was led by Padre Flight Lieutenant Chrissie Lacey.

Royal Star & Garter Chairman, Major General Tim Tyler, said: “Our residents have served, and many have loved ones and friends who served or are serving in Her Majesty’s Armed Forces. So Remembrance has special significance for them and they take pride and comfort in participating in the National Service of Remembrance at the Cenotaph, local parades and the services in our three Homes. We all have a duty never to forget the sacrifices made by servicemen and women and their families who have served this country.”

Staff at the charity’s admin office in Hampton also marked Remembrance Day by observing the two minute’s silence and raising the Union Flag.

North Norfolk care home wins National Dementia Care Award

NorseCare is delighted to announce that Munhaven care home in Mundesley on the North Norfolk coast has won the Best Dementia Care home category at the 10th National Dementia Care Awards.

The care home on Munhaven Close in the North Norfolk village of Mundesley, was rewarded at the event in Doncaster where representatives from the care industry were gathered following the National Dementia Congress earlier in the week.

The home cares for up to 20 people living with dementia and has had an amazing 2019.  In March, they were recognised as one of the top 20 care homes in East Anglia based on recommendations made to the carehome.co.uk website.

Then in August, following an unannounced, regular CQC inspection, they were rewarded with an Outstanding report with inspectors stating how staff delivered “extremely sensitive and compassionate care” and how staff developed “open and trusting relationships with people and their relatives, maximising the benefit of the care provided.”

Manager Alison Roberts, spoke of her delight at the win: “This is amazing!  It has been such an incredible year for us – the recognition is wonderful and I’m very lucky to have a staff team who are dedicated, sensitive and supportive of all the people who live at Munhaven.  We are equally very thankful to the wider Mundesley community who are also a great support.”

At the same awards, Surraya Mahmood, NorseCare’s Activities and Wellbeing Co-ordinator was also a finalist, shortlisted as one of the top 5 in the country in the Best Activities Coordinator for people living with dementia category.

Launch of ‘The Beating Heart of Care: Supporting Care Workers Better’

On 7 November The Care Workers Charity held a launch event for their new publication ‘The Beating Heart of Care: Supporting Care Workers Better’. For many months CWC have been collaborating with care workers, managers and sector thought leaders to map out the most prominent issues facing care workers and what they and the sector can do to combat and overcome these.

At the event the audience heard from an inspiring panel that represented a cross-section of the social care landscape (including Vic Rayner Executive Director, NCF) who will delved into the report findings and considered ways that the sector can support care workers better.

They will explored the issues raised by the report, and hosted a lively panel debate chaired by Neil Eastwood with senior leaders representing the breadth of the sector including; elderly care and the disability sector, large and small providers, domiciliary and care homes.

‘The Beating Heart of Care’ takes a detailed look at the main issues affecting care workers – our sector’s greatest asset. It explores the deep-rooted challenges that many care workers encounter on a daily basis.

It also identifies the positive and achievable steps that we can take to overcome many of these challenges.

For us, this report is the first milestone in what will be a long journey. Its findings will inform a new chapter of service delivery for The Care Workers’ Charity.

Download the report here.

Social care tech provider named one of fastest growing companies in the UK

Person Centred Software, the market leader in electronic care planning software for care homes, has been named as one of the fastest growing tech companies in the UK.

The company, launched to help address the UK’s elderly care challenge, was placed 31st on the Deloitte Tech Fast 50 list this week.

Brothers Jonathan and Simon Papworth set up the company six years ago, writing their innovative electronic care planning software. They are now installing the system, an easy-to-use icon-based app on mobile devices, at the rate of 50 care homes a month. It is revolutionising adult social care by enabling carers to digitally record care as it is given – saving admin time and improving carer and nursing staff retention amid chronic staff shortages.

The company, which employs 34 people, grew its UK customer portfolio from 110 to more than 1,200 care homes in the four years to May 2019.

Duncan Down, lead partner for the Deloitte UK Technology Fast 50 programme, said: “The Deloitte UK Technology Fast 50 is internationally revered as one of the most important business awards in the industry.

“The awards highlight the success being achieved within the sector today, with Fintech businesses showing significant growth in particular.

The 50 fastest growing UK technology companies, as ranked by Deloitte, generated around £650m in total annual revenues in the year 2018/19 and employed more than 8,700 people. The Deloitte UK technology Fast 50 recorded an average three-year growth rate of 3,878 per cent.

Jonathan Papworth said: “Winning a place on the Deloitte listing is a significant milestone for the business. Our growth has been rapid, but for us, this is just the start. The opportunity in social care tech is huge – particularly when 80% of care homes in the UK are relying on slow, costly paper processes that our company can digitise in a day.

“We started the company to help improve standards in social care. We are on a mission to support outstanding care for some of the most vulnerable people in society. We know from 20 years’ experience developing technology for the care sector that only passion can create change – and we continue to stay at the helm of the business to help drive digital development in the future.”

Mobile technology in action

Handsale Care Group is improving efficiency and communication across its eight UK homes thanks to Person Centred Software’s system. It has seen impressive results; being able to digitally record care is saving nurses up to four hours a day; carers are saving between 45 minutes to an hour. This has translated into a significant improvement in staff retention, which has increased to 40% for carers and 33% for nurses.

Group care director Rishi Sodha said: “We are delighted. The time saved compared to doing paper charts and records has meant staff can spend more time with residents – which is exactly why they got the job in the first place.”