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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.

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.’

Merrifield House Residential Care Home

Rating: Good
Date: June 2017

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There was an electronic records system in place which ensured that all aspects of people’s care was kept up to date which enabled the registered manager to monitor people’s general health and well-being and keep them safe.

The Downes Residential Care Home

Rating: Good
Date: June 2017

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Staff had individual electronic tablets to record any interventions. Observation of the system demonstrated staff were familiar with the system. A staff member told us, “It’s a very good system because we record things at the time of the event rather than waiting to write it up at the end of the shift, when we might forget something.” The registered manager showed us how they were alerted when care had not been provided as required. This meant the service was responding to people’s needs when they needed the support.

The Grange

Rating: Good
Date: June 2017

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Investment in an electronic records system provided the facility for the registered manager and the registered provider to have greater oversight and scrutiny of day to day care delivery, even remotely when not on site. This enabled the registered manager and provider to check at any time of day or night, the support provided to people, the administration of their medicines, food and fluid intake, personal care routines supported and activities participated in. This provided them with greater assurance that all aspects of the service were meeting requirements consistently and systems in place were being carried out as per their own policies and procedures.

The new electronic system enabled the provider and registered manager to scrutinise how many people were participating in what types of activity on any given day; they could identify where there were gaps in available activities or where particular individuals were at risk of becoming isolated through non participation and could take action to address this.

Toby Lodge, Venus Healthcare

Rating: Good
Date: February 2016

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‘The service used a system called Person Centred Software. This is an innovative mobile solution for evidencing care interactions and care planning for social care. Each member of staff had their own mobile handset where they were able to access all records and information for each person using the service. When care was given the details were uploaded to the device so all staff, managers and even relatives (where appropriate) could see what care and support had taken place. One member of staff told us, “The person centred software is really good. It’s great for updating records and knowing the behaviour of people.”‘

‘A detailed support plan was in place which covered areas such as medicines, mobility, eating and drinking, communication, and social and spiritual needs. Some people also had information about how to identify warning signs that they may present with behaviour that challenged the service and what staff could do to reinforce positive behaviours. We saw this information in people’s care files but we also saw this information in the Person Centred Software. As information was entered electronically at the point of care, we could see the most up to date information about people. When people’s health care needs changed this updated the care plan so staff always knew how to meet people’s needs.’

Balgowan Nursing Home

Rating: Good
Date: May 2017

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Provider had recently introduced a new electronic care plan software, which the registered manager told us had been very effective and enables staff to respond to people’s needs. Staff said, “If care is missed the device will flag this up. This is been effective for escalating health issues like vital signs and any missed two hourly turns and supplements of fluids”. Each person had an up to date care plan which set out for staff how their needs should be met. Care plans contained information about people’s likes, dislikes, allergies and their preferences for how care and support was provided.

Oakhaven Residential Care Home

Rating: Outstanding
Date: May 2017

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“People’s care records described the way in which they wished to be supported. These had been transcribed onto a new electronic format which staff accessed using mobile telephones issued by the provider. These had security log in codes and were stored in the home. Staff described how effective these were to use whereby they were able to update care records as they provided care and support. Another advantage was the responsiveness to changes in people’s care needs instantly updating care records. For example, a person had seen their GP and due to concerns about hydration they had asked staff to monitor their fluid intake. This had immediately been added to the electronic care plan and staff working around the home were immediately updated about this. If a person had not received the care and support as scheduled, the management team would be alerted and could follow this up to find out why. This meant people’s care was monitored closely to make sure they received their care and support when they needed it.”

“[Oakhaven] had recently introduced a new electronic care planning system which staff used interactively as they provided care. The impact of this was more time for staff to spend with people delivering care and support as well as staff having instant access to people’s care needs and any changes which had arisen. This also meant the response time for dealing with people’s changing needs was quicker and referrals for health care professionals could be made promptly.”

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.

Newfield Lodge, Ideal Carehomes

Rating: Good
Date: April 2017

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Each staff member had an i-pod which allowed them to access people’s records only accessed via a password. These included care plans for personal care, safety and the environment, nutrition, activities, communication, continence needs, mobility, medication, emotional support and sleeping patterns. Staff were also able to access the handover notes for each shift and add to them if a GP had been called, for example and could also log any concerns raised by a person or their family. As staff had the i-pod with them they were able to refer instantly to the records which meant it was better for the person as they could remain with them while checking their records.

Care records resulted from the initial assessment and were person-centred. They included all key aspects of a person’s needs such as communication, lifestyle preferences, emotional support needs, mobility, nutrition skin integrity and medication. Each assessment discussed the present situation for a person, what their needs were and how these were to be met with very specific guidance for staff. The level of support required for people was highlighted according to the activity or decision they were undertaking. In one care record we saw ‘[Name] can communicate their needs but gets confused when people ask them questions. They may need more assistance making choices that are in their best interest…They sometimes find it easier to make decisions if given a choice of two or more.’ On each assessed need the person’s risk assessment scores were noted helping staff to see instantly how other aspects of their abilities may impact on their care need.

Kestrel Grove Nursing Home

Rating: Good
Date: January 2017

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‘One nurse described the positive aspects of the level of communication this electronic system provided, and how it keeps them fully updated on the care needs of each person. We found that all staff spoken with were positive about this system and they felt it led to a better standard of person centred care. One of the nurses we spoke with told us “I have not worked with this system before but it makes our job much more effective and improves the efficiency of our recording, which in turn has got to be better for the people who live here.”‘

‘Record keeping in the home was robust and detailed; we noted examples where daily intervention records were always completed at the time using the mobile information technology system that was in place. This meant that any information that related to the care of an individual person could be accessed in minutes and was continuously updated.’

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