Equally Outstanding Yvonne Ellaway Care Managers Network 19 December 2018 1 Generic ASC deck (June Final) 1

Our purpose and role We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve Register Monitor and inspect Use legal powers Speak independently Encourage improvement Today I want to update you on 4 areas State of care Quality matters Local system reviews Next phase Our purpose remains the same – our focus and drive behind all that we do. People have a right to expect safe, good care from their health and social care services Strategy Slides - 24 May 2016 - MASTER

2018 21,982 Adult Social Care Services inspected. Statistics for 2018 2018 21,982 Adult Social Care Services inspected. 1% Inadequate 17% Requires Improvement 79% Good 3% Outstanding Geraldine

Outstanding Ratings South Devon and Torbay The Bay Care Group Tracey House Mount Olivet Nursing Home Rawlyn House Hestia Care at Home Love to Care Summon Bonum Support & Care Geraldine

Outstanding Ratings in 1 KQ South Devon and Torbay Geraldine

How does CQC assess a service? CQC’s Assessment Framework Five Key Questions – Is service Safe, Effective, Caring, Responsive, Well Led? Ratings Characteristics – Criteria for the different ratings for each key question Key Lines of Enquiry (KLOEs) – for exploring the Key Questions against the Ratings Characteristics Prompts – Questions to ask when following the Key Lines of Enquiry's (KLOEs) The Regulations Outstanding is not just about compliance with the law… Geraldine

How does CQC assess a service…continued Geraldine

Principles into action Culture of staff equality Equally outstanding: Common success factors Committed leaders Principles into action Culture of staff equality Apply equality & human rights thinking into quality improvement Staff as improvement partners People who use services at centre Use external help Courage Continuous learning and curiosity 1. Committed leadership Key role of leaders who are enthusiastic and committed to equality and human rights 2. Principles into action Equality & human rights as a thread from organisational values, through leadership behaviours and actions to frontline staff and their work 3. Culture of staff equality Broad work to develop an open and inclusive culture and work to tackle specific workforce inequalities 4. Apply equality & human rights thinking to quality improvement Start with the improvement issue - make space to innovate & think about equality and human rights as a solution 5. Staff as improvement partners In planning & delivering change to improve care quality through equality & human rights 6. People who use services at centre Listening carefully – including to their “life outside services” and to future aspirations 7. Use external help Reach out to others – and be prepared to have a mirror shone on their work 8. Courage Honesty, positive risk-taking, tackling difficult problems 9. Continuous learning and curiosity Start somewhere, learn from mistakes, always look for the next thing to work on

What we expect from an Outstanding service Values that are centred on people, known by everyone, threaded into culture and practice. People’s needs and ambitions are at the centre of service delivery; in advertising; how people are welcomed; in needs assessments and staff training; how staff care, communicate and deliver. People’s Equality, Diversity and Human Rights, are not an “add on”. But are part of the culture and how care is delivered. (Person-centred care) Geraldine

What we expect from an Outstanding service…continued Culture of staff equality: The provider develops a culture of equality and human rights for their staff as a basis for quality improvement. This is likely to include both broad work to develop an open and inclusive culture and, particularly in larger organisations, work to tackle specific workforce inequalities. Apply equality and human rights thinking to improvement issues: The provider starts with a quality improvement issue, creates some space to innovate and then applies “equality and human rights thinking” to the issue – rather than thinking “we must do something about equality and/ or human rights”. Geraldine

Resources Driving Improvement: Adult Social Care Driving Improvement: Mental Health Local System Reviews: final report Never Events thematic review State of Independent Acute Care Karen 11

Resources Values Impact Leadership Governance Equality, Diversity and Human Rights (EDHR) - Equally outstanding (CQC) Relaunched in November 2018, with new training attached Person centred – Better Care in My Hands (CQC) Characteristics – Quality Matters (CQC) Continuous improvement - Characteristics (CQC) Best Practice - Celebrating Good Care & championing outstanding services (CQC), Skills for Care – Helping you deliver good and outstanding care Making a positive difference –Characteristics (CQC) Communication – The Accessible Information Standard (NHS England)