We put people needing care and support at the heart of our service and our managers and team leaders are open, visible, approachable and empowering of others
We create and maintain an inclusive culture. Fairness and transparency are key and learning from mistakes are seen as an important way of improving the care we provided. Our managers and staff are dedicated to delivering an increased quality of life for people who need care and support, including welcoming and acting upon feedback
Our managers and staff encourage and support a strong focus on inclusion, equality, diversity and human rights. We embed a person-centred culture of fairness, support and transparency
Our Management Team has the appropriate skills, knowledge and experience to effectively run the organisation and support staff. Our leaders are visible at all levels, inspiring others to deliver the care needed and lead by example and act as role models for the wider staff team
Leadership of the service
We ensure people who need care and support and their family/advocates know the managers and leaders of the service. Our Directors and managers understand CQC regulations and associated legal requirements and understand their role and responsibilities and are accountable for ensuring effective governance
We celebrate achievements, including those attained by staff and the people who need care and support (e.g. achievement of qualifications, local awards, sharing positive feedback) Our Directors and managers have the experience and capacity to deliver upon the aims and objectives of the organisation. A succession plan to ensure there are no gap periods between new and old registered managers
We recruit and develop managers and leaders to have the required qualifications and sector experience to run the service effectively. Our Directors and managers are able to challenge and change policies and procedures and are not tied to “doing things how they’ve always been done”
All our staff have regular supervisions, appraisals and access to help and assistance at all times. We set aside sufficient time for Team Leaders to cover the support staff need and give opportunities for their voice to be heard. Our supervision is structured, offer flexibility, discuss issues and have difficult conversations if necessary
We ensure supervisors and managers regularly observe the performance of staff beyond their initial induction, including unannounced assessments and support. This helps to value achievement and challenge any slipping into poor practice
Community, Partnerships and best practice
We network and maintain strong links with the local community. We have established and mutually beneficial relationships with the local authority, safeguarding teams, Clinical Commissioning Groups (CCGs) etc. and work together to ensure more joined-up care.
We ensure people who need care and support benefit from their engagement with the wider community and are able to live fulfilling and meaningful lives. We work in partnership with other organisations and use research to improve practice and provide high-quality care
We establish mutually beneficial relationships within the local community (including alliances and networks), enabling them to share good practice, expertise and/or resources. We assess and understand the benefits of community engagement. Regularly review the impact and seek to continually improve
Improvement and Sustainability
We encourage and effectively resource the drive for continuous improvement. From effective quality assurance practices to the ability to research and act upon innovation, our services are committed to providing the best care possible and can implement the changes needed.
We involve people who need care and support and/or family/advocates in the quality assurance process. All staff are fully engaged and supportive of the approach to continual improvement (e.g. links are made to this in supervision and the services improvement plan is shared with all staff and discussed in supervision)
We publish and share findings from consultations and surveys with those who contributed, including staff, people who need care and support, their families and other stakeholders. We enable managers and leaders to attend external forums or networks to learn from peers and hear about best practice beyond our organisation.
We provide services to diverse populations across a range of London Boroughs, employing staff who reflect the demographic mix within these communities. This experience, plus our organisational systems, values, and approach, means that we can respond to the diverse population needs, and provide equal opportunities across London.
Eliminating Unlawful Discrimination
We eliminate unlawful discrimination through proactive means, which starts with fostering a culture of treating everyone, service users, carers, staff, and other stakeholders, with dignity and respect. Our person-centred approach takes people’s needs and characteristics into account in care planning, asking them how they would like to be treated, and what adjustments we can make to meet their needs. These discussions are then reflected in how we deliver their care.
This approach is reflected in both our equal opportunities and care planning policies and procedures.
To ensure that staff do not discriminate inadvertently, we provide level 2 equality training, to all staff, to make sure they know the right and wrong ways to behave. We check understanding following training through scenario-based discussions, based on real situations that workers could encounter in the community. Understanding is also checked through direct observation as part of our quality assurance ‘spot check’ process, and through case discussions in one to one supervision and team meetings.
We also include a requirement about behaving in line with equality law in each worker’s terms of employment. This means that any breaches of equality duty are also breaches of contract, and dealt with under our disciplinary policies. This is part of our ‘zero tolerance’ approach to harassment, victimisation, and inequality of opportunity.
Advancing equality of opportunity
We expect everyone to have equal access to our services, and to receive the same level of service when we work with them. To ensure this, we monitor who is using services and take positive action if we find certain groups of people are not accessing the services we provide. This enables us to understand why people do not use our services and to address any barriers. We find that one of the most prevalent barriers to access in London Boroughs is language issues. To address this we have a multi-lingual office where we can communicate in 10 different languages.
We also regularly ask for feedback from service users and carers about the quality of the service we provide to identify if there are any groups of people who feel they are receiving a different level of service from our staff, and we can take action to address this. For example, a service user commented that he was not able to get through to our office from his landline and that other service user could. This was a technical issue, which we immediately resolved, and he is now able to ring the office when he wants.
We are experienced in working with diverse populations. Walthamstow is one of the most diverse areas in the country; where over 1 in 4 (26%) do not have English as their main language, compared with 8% nationally. In order to address this, our staff team reflects the diversity within the Borough, allowing us to offer services in 31 different languages.
Our policies, person-centred approach and training enable us to provide an equitable service to all. We have always been able to meet a service user’s expressed needs. Fostering good relations.
We are proactive about breaking down barriers between groups of people with a protected characteristic and those without. We helped a service user with learning disabilities relocate from a residential home to the community. To meet one of his care plan goals, we supported him to use community facilities, and we answered any questions from local residents so that they understood our client better. The client made a successful transition into the community and maintains his own tenancy.
Quality Audit and Improvement
Our Quality Assurance processes is led by Sheela Antony, Director of Quality and Miss Swathi, QA manager. They process are designed to meet the standards expected by the Care Quality Commission (CQC), Skills for Care and to reflect the quality standard for organisational management ISO 9001 We have a comprehensive system of Quality audit in place, where we measure the quality of our services against recognised standards and make improvements to our service delivery where they are needed to ensure people have a positive experience of care. The purpose of our Quality audit systems is to ensure that our services continuously improve. We have a review cycle where we gather information and lessons learned from a range of different processes including: Audit findings are discussed monthly by the Senior Management Team (SMT), resulting in an action plan that is delivered in a variety of ways, including team briefings, changes to policies and procedures or changes to staff training. To check how well the plan has been implemented, we include relevant checks in our next audit cycle.
We closely examine the quality requirements with all the service contract we deliver for the local authority, Clinical Commissioning Group and NHS. We can confirm that our existing QA monitoring systems collect data to meet all requirements. In our most recent inspection (2013), CQC concluded that we fully met the quality checking standards, “People who used the service benefitted from safe and effective care because the service monitored the quality of the services people received.”
Our clinical governance policy gives a framework for continually improving the quality of our services and outlines structures, processes and systems to manage the quality of our service provision. One of our key governance principles is to work in partnership with service users and carers. This means that we have a better understanding of their priorities and concerns, and can deliver our services in a way that meets needs and preferences.
Education and training
We invest in education, training and continuing professional development for all our staff, which means that they have the knowledge and skills to do their job effectively. We only use evidence-based care that has been proven to be effective in helping people recover from illness or injury. This combination of doing what works, delivered by skilled and knowledgeable staff, gives service users the best chance of successful and speedy recovery.
We manage risks to service users, staff and the organisation through a range of policies and protocols, risk assessments and regular reviews of significant events. Policies to minimise risks for service users include equalities, confidentiality, consent, infection control and safeguarding. We understand what can go wrong, how to prevent it, and how to put systems in place to reduce risks.
We have an open reporting culture so that staff feel comfortable discussing PSI’s and raising safety issues. We have achieved this by treating staff, service users and carers fairly and with empathy and consideration when they raise issues. They realise that we will not look for a ‘scapegoat’ but instead look at how we can work together to prevent a similar incident happening in the future.
Patient Safety Incidents (PSI)
We believe that effective management of Patient Safety Incidents (PSI) comprises an immediate action to remove the person from harm and follow up action to prevent further incidents.
The first step in achieving this is to develop a ‘safety culture’ in the organisation. We have achieved this through strong leadership, regular team briefings, effective supervision, training in risk assessment and patient safety, reviews and learning from incidents. This includes sharing patient safety alerts so we learn from other providers and prevent things happening wherever possible.
Our staff are aware of risks and what can go wrong, and also what they have to do to put things right, which leads to a safe environment for service users that protects them from harm.
At Chosen Care, we aim to excel in the provision of the highest quality care services and work in partnership with the Local authority and NHS to ensure that the services delivered result in safe, effective and personalised care for all our patients. Each year we review the quality priorities we agreed in the previous year’s Quality Account. Our quality priorities form part of Chosen Care overall quality framework which centres on nine drivers of quality and safety, helping to ensure that quality is incorporated into every one of our service users and that safety, quality and excellence remain the focus of all we do, whilst delivering the highest standards of care.
March 2017 Care Quality Commission (CQC) inspected our service, England’s health and social care regulator. These comprehensive inspections have provided external validation of the quality and safety of care we deliver and pleased to report that our service to date has been rated as ‘Good’, with our staff commended for their kind and compassionate care.
We are committed to building the future of home care using technology to support your loved ones in the places they love.
The right care, in the right place at the right time
Choosing a suitable care worker and the right type of care doesn’t need to be a challenging process. At Chosen Care, we tailor our services to your needs and experience care coordination team use Care Management Software to select the most appropriate care workers. This ensures that your loved one will be assisted by individuals with the best skills and experience relevant to their specific requirements.
If your loved one has become a little forgetful, prone to falling or other injuries, you may feel apprehensive about leaving them home alone. Chosen Care can help source and install a range of smart monitoring sensors that send family members, neighbours or care workers an alert when something does not seem right.
Peace of mind all the time
When your loved one receives care it’s important to know they’re in safe hands. Chosen Care gives you this information at a touch of a button. Our digital platform “Mobizio” allows care workers to provide updates on the services they deliver and the care received by elderly people. This means you can keep up-to-date on how your loved one is doing, wherever you are. You can also learn more about your care worker, make any requests to our team, schedule visits and even manage payments seamlessly – it’s care made easy.
Better living in smarter homes
As your loved one gets older, simple things like switching on the lights, locking doors or controlling the thermostat can become more challenging. Chosen Care can help elderly people by offering a range of smart home appliances that can be controlled easily via a smartphone or tablet to support them with their daily routine.