CQC CITATIONS

CQC inspection reports that cite us. CQC regularly cite us in their inspection reports of our customers and we’re also cited by the Scottish Care Inspectorate. The following are all extracts from CQC and Scottish Care Inspectorate reports as a result of inspections performed at care homes where Mobile Care Monitoring is being used.

Barton Court

Rating: Good
Date: August 2017

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The provider had recently invested in a bespoke computerised care planning system. Each member of care staff carried a smart device which gave them access to the care plans from anywhere in the home. The system also tracked when care was due, when it had had been delivered, what care had taken place and enabled staff complete their log of care directly into the smart technology. This enabled management to monitor care delivery in real time and respond to any deficiencies.

 

Sefton Hall

Rating: Outstanding
Date: August 2017

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‘Care plans contained specialist assessments, for example, a tool to assess possible pain in people who would not be able to communicate this verbally. The care planning system was also able to generate a ‘hospital pack’ that could be printed off in an emergency to go with a person to hospital. Records clearly specified people’s views where known in relation to their wishes in case of a sudden deteriorating in their health.’

‘We saw recorded assessments which demonstrated that a thorough process had taken place. The assessment gathered information about people’s immediate¬†and longer term health needs. The assessment identified what equipment and involvement would be needed to support them, the person’s social needs and degree of family involvement, the person’s likes, dislikes, preferences, wishes and aspirations. All of this information helped to formulate extensive and very relevant care plans. These continued to evolve as some people got more involved in their care planning or staff got to know the person better. The care planning was centred on what the person thought and wanted making them very personalised. Care plans were constantly reviewed and updated and where possible they involved the person themselves. Staff and visiting professionals, therefore, had access to fully up to date information on people’s care and their needs which helped people receive safe and appropriate care.’

Brierfield Residential Home

Rating: Good
Date: August 2017

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There were systems in place which showed that the service continued to improve. This included the recent installation of a computerised care recording system. These were hand held devices used by staff to input the care and support people had been provided with and their wellbeing. These allowed information to be recorded immediately and allowed the staff to spend more time with people.

St Anne’s Nursing Home

Rating: Good
Date: August 2017

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The provider was trialling a new online remote care plan recording system on one of the floors. A staff member showed us how they could immediately record care needs using a handheld device and that this made it far quicker to record at the times of the day they had carried out care tasks. They could also record interactions and events for people. Although this system was in its early stages of use there was a good degree of confidence from both staff and the provider that this would make the recording of care more efficient. Care provided to people could also be clearly linked to the member of staff providing the care as each had their own log in to the handheld devices.

Keychange Charity Romans Care Home

Rating: Good
Date: August 2017

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Care staff recorded when they attended to people through the use of an electronic system where staff recorded any care interventions that took place throughout the day and night. For example, interventions such as when people required turning to protect their skin integrity, fluid intake and output, hygiene, blood pressure, blood sugar and night checks, without having to fill in any additional paperwork.

Relatives would be able to view their family member’s care plans within the new format as soon as the new system had bedded in.

The Old Rectory Nursing Home

Rating: Outstanding
Date: August 2017

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‘Catering staff told us, “We have a special diet and allergies list plus people’s likes and dislikes. All food that is eaten is documented on the care plan electronic tablet, that applies to food and fluids. We also have a list of food and fluids that can interact with certain drugs. If someone’s diet changes we are informed, we have very good communications.’

‘The computer system allowed alerts to notify staff if someone needed to be ready for an activity they liked or were going out.’

‘People’s records showed contemporaneous records of the care provided by staff and staff were observed throughout the day updating records. Staff used a comprehensive computer care planning programme and updated care records using electronic tablets… Care plans included routines and preferences and there were separate care plans for day and night routines. An example of preferences include what the person’s usual routine was, any likes or dislikes and what was important to them.’

‘There was excellent communication about people’s needs with staff signing electronic shift handovers covering the previous 72 hours.’

‘It was important to the service to promote a ‘family feel’. This meant that people and their relatives and friends were very involved in the running of the home. For example, as well as regular newsletters and residents, family and friends meetings, promotion of the use of IT for communication with distant relatives.’

Bowburn Care Centre

Rating: Good
Date: August 2017

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The provider had an electronic quality monitoring system in place. The registered manager entered information on the system including accidents and incidents, details of the people who used the service including monitoring of their weights, and a range of monthly audits. The provider used this system to generate reports, request updates and results of investigations from the registered manager, and as a monitoring tool for quality monitoring visits to the home by the provider.

WCS Care Westlands

Rating: Good
Date: August 2017

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The provider was innovative and creative and strived to improve the quality of people’s lives. They had researched and reflected on how an internationally recognised provider of excellence in dementia care provided care. They had implemented an electronic care planning system that ensured staff and management had access to the most up-to-date information at the press of a button and enabled relatives to be fully informed and involved in their relations’ care.

The provider had recently implemented an electronic care planning tool, which was designed to facilitate staff’s record keeping and monitoring of the quality of the service people received. All staff had hand-held mobile devices so they had instant access to people’s care plans and individual risks at the touch of a screen. Staff told us they liked the new system. An electronic alert sent directly to staff’s handheld devices ensured staff were reminded to take time-critical actions related to people’s health. For example, actions by staff to minimise risks related to specific-time medicines administration, poor food or fluid intake and risks of skin becoming sore or damaged.

The system prompted staff to make sure checks had been carried out for people who stayed in their rooms, as identified in their care plan. Duty managers monitored the quality of the service through the same electronic care planning system, which showed a red flag if specified, planned care interventions were ‘late’. A service manager told us, “Any omissions, ‘late or asleep’ records are red flagged. At our three daily handover meetings, staff check the red flagged ‘hotlist’ and decide on actions needed. There is a footnote facility to explain why items on the hotlist are closed.” The electronic care planning system enable the management team to monitor if people were not weighed regularly, did not eat well, or if their weight or fluid intake dropped out of an appropriate range for their height, age and health condition. The provider was able to demonstrate that people had benefited from the electronic monitoring system. For example, by constantly monitoring how much people drank, staff had been able to encourage people to drink the right amount for their height and weight. Management reports showed that staff at Westlands had successfully encouraged 94% of people to drink at least their target amount during April 2017, which reduced the risk of people becoming dehydrated or of developing infections.

The provider’s operations team monitored management reports across the group of homes three times a day, seven days a week and sent reminders to all the registered managers requesting explanations for any gaps or omissions compared to people’s care plans. All the information staff entered on the system was instantly available to the duty manager, which meant they were able to continuously check that people received the care they needed. We saw the system required staff to record details such as the person’s response to care and support, their moods and appetites and how much they drank. The system supported the registered manager’s monthly audits of people’s medicines, complaints, accident and incident records and housekeeping records. The ultimate goal of the electronic care planning system is the ability to monitor whether staff take the agreed actions that are critical to a person’s health or wellbeing.

The electronic care planning system provided a new opportunity for relatives to stay fully informed and involved in their relations care if they were unable to visit regularly. Relatives had a password protected access to an on-line ‘gateway’ into their relation’s care plan and daily records. Relatives were able to talk to staff through an associated messaging service, so were able to obtain immediate reassurance from staff if they had any concerns about their relation’s care, support or health.

Greenacres Care Centre Ltd

Rating: Good
Date: July 2017

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People’s care records were held electronically and covered a range of information relating to people’s health and social care needs. For example they contained information to assist staff to provide care in a manner that respected people wishes. Staff held individual electronic monitors to add any information at any time to people’s personal care records. This helped to ensure care records were always updated and staff were able to respond appropriately. All the staff we spoke to were familiar with people’s needs and said information and guidelines were clear and easy to access. Care plans were personalised and included information about how people chose and preferred to be supported.

Liaise Loddon, Sansa House

Rating: Outstanding
Date: July 2017

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‘The provider had also recently installed person centred software (PCS) which was linked to the electronic devices staff used to record people’s daily notes. This system also provided alerts when required, for example; to remind staff if people had initially declined their medicines. This innovative system enabled relatives to see what their loved one was doing at any given time through a ‘relative’s portal’. Clearly visible icons displayed people’s moods so people authorised to visit their records could see at a glance how they were feeling. The relative’s portal also had a gallery of photographs showing people enjoying themselves completing different activities.’

‘Relatives provided positive feedback about the development of PCS. One person told us, “One of the strengths of this service has always been the joined up communication between relatives and the staff. They have always been excellent at providing important information, keeping us involved and updated. This new development again shows why they are always trying to make things even better.”‘

‘We observed one person decline their morning medicine and staff demonstrated how the electronic recording system reminded them to administer the medicine later. The person administering also set another alert to ensure the person did receive their medicines as prescribed. People were supported to take their medicines safely.’

‘We spoke with the provider’s positive support director who told us they were improving the capability of the PCS and in the next phase were going to include people’s care plans and risk assessments so authorised people, including relatives and advocates where appropriate, would be able to access live documents. The provider used innovative and inclusive methods to ensure people and those that mattered to them had information available to them when they needed it.’

‘Staff demonstrated how the PCS technology enabled people’s relatives, who could be on the other side of the world, to review this incident, the action taken by staff and the person’s recovery as it was recorded.’

How it works

Find out more about how Mobile Care Monitoring works.

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Links Lodge

Links Lodge provide Outstanding care with Mobile Care Monitoring.

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Success stories

The impact of using Mobile Care Monitoring in care homes.

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