Top Ten Issues Highlighted by Surveys - We have visited a wide range of care and accommodation Providers. The majority of organisations have developed sound business risk/management of their services and excellent, innovative ways of providing high quality of care to the Service Users and support to staff.
In order of business risk shortfalls the following list describes what we consider to be the main issues:
1. Health and safety issues- Are a high priority for organisations. Fire safety – Fire doors and corridors being kept clear and fire extinguishers being accessible and stored safely. Clear signage to exits to be attached to walls. Environmental risk assessments and regular maintenance should be acted upon to reduce the risks. Markel Assist has been used in this area.
2. Care/Support planning and risk assessments –A number of Providers have struggled to get their approach up to the standards required by external organisations, notably regulators. Upgrading and updating has been identified. Organisations which pay attention to admission assessment, planning, identifying the needs and risks are in a better position to remove, reduce and manage those risks within the organisation. Markel Assist has been used in this area.
3. Staff training and support - Establishing regular patterns of staff support and appraisal has been difficult with some providers. This can help organisations identify the training and support needed by staff to do the work they are employed to do. Some organisations do not always recognise the areas of priority for training. External and internal training should be linked to difficulties and have clear documentation to evidence the training carried out. Markel Assist has been used in this area. Janjer has helped some organisations identify funding streams such as Skills for Care and Business Link to deliver training support.
4. Address and information discrepancies - Some organisations have changes in their main office or service user facilities without this being notified to Markel.
5. Accuracy of information about the Business - Some organisations have made significant changes to their activities and / or services provided since commencement of cover without this being notified to Markel.
6. Policies and procedures – The quality and pertinence of an organisations policies and procedures often demonstrates the degree of seriousness the company takes to managing the activities and risks inherent in their business. Some organisations have bought generic off the shelf policies and procedures, these are not always appropriate for the specialist activities carried out by them. Markel Assist has been used in this area.
7. Retention of records – This is not always clear due to changing legislation. The minimum length of time records should be kept is avaliable for organisations, but new changes are now identifying the maximum length of time records should be kept.
8. Documentation and maintenance of records (Service Users and staff) - Updating records has been identified as an issue. Some organisations have not been aware of new guidelines recommending rolling CRB checks and the importance of maintaining up to date records of staff qualifications, references, induction and training.
9. Unregistered organisations (hostels, non specialist staff) - May not have many policies and procedures or a training program for staff. They may work with other charities or partner organisations and feel they do not have to maintain or provide this. Markel Assist has been used in this area.
10. CQC identified requirements and recommendations are expected to have been addressed.
One area that crops up from time to time is that of Medical malpractice cover. What level of cover does the membership of a professional body actually provide? Is it fully transferable and has been established as part of the employers checks.