KLOE evidence sources

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S1 S2  S3 S4  S5  S6

S1

People & their carers, friends and relatives
  • Experiences of safeguarding processes
  • Any experiences of discrimination, and how it was dealt with
  • Whether people feel their personal property is safe and respected
  • Experience of raising concerns
  • Access to relevant information
CRM
  • Share your experience forms
  • Notifications
  • Safeguarding alerts
  • Coroners Reports
  • Information of concern enquiries
Organisations

Feedback about how/whether:

  • Assessments, care planning and practice keep people safe from abuse
  • National and local safeguarding policies, processes and guidance are followed
  • The service prevents and responds to abuse and discrimination and promotes equality
Staff
  • Awareness of safeguarding policies, guidance, procedures, standards and responsibilities and how to appropriately apply in practice
  • How staff contribute to safeguarding people from abuse, neglect, harassment
  • Experiences of safeguarding training & guidance in practice
  • Awareness of people’s preferences in relation to gender, sexuality and spiritual, religious or cultural beliefs
  • Experiences of organisational expectations, culture and approach to equality
  • How staff contribute to preventing & responding to discrimination
Observation
  • Good practice guidance and standards in day to day use
  • Interactions between staff and people
  • Premises, including people's personal space is appropriately secure
Records and policies
  • Safeguarding records, including alerts, investigations and outcomes and notifications
  • Safeguarding policies and procedures, including processes for reporting, investigation and escalation
  • Assessments and care planning identify and address equality and diversity
  • Staff training and induction

S2

People & their carers, friends and relatives
  • Experiences of risk assessments, management and outcomes
  • Whether people feel safe and their rights, preferences and dignity are respected
  • Whether / how safety management impacts on freedom, choice and control
  • Whether the premises and equipment are safe
  • Experience of raising safety concerns
  • Access to relevant information
CRM
  • Share your experience forms
  • Notifications
  • Coroners' Reports
  • Information of concern enquiries
Organisations

Feedback about whether / how:

  • Safety - related information is appropriately shared
  • Risk assessments , management and practice keep people safe
  • The service appropriately manages risk and any restrictions on freedom, choice and control
Staff

Feedback about:

  • Experiences of safety - related training , support & guidance in practice
  • Access to people’s safety - related assessments and records
  • Organisational expectations, culture and approach to safety
  • The safety of premises and equipment
  • Safety - related policies, guidance, procedures, standards and responsibilities and how to apply them in practice
Certificates (select as applicable to service type)
  • Gas safety certificate
  • Electrical wiring certificate
  • PAT testing certificate and stickers
  • Legionella Certificate/risk assessment and checks
  • Passenger lift service certificate
  • Mobile and Fixed Hoist/sling service certificates
  • Fire system certificate
  • Fire equipment check & test record
  • Liability insurance certificate
  • Asbestos risk assessment (where relevant)
  • Building control certificates (where building work has been done)
Checks and audits (select as applicable to service type )
  • Hot water temperature check records (TMVs) (not above 43 degrees )
  • COSHH assessments
  • Fire –checks, drills, training, risk assessment, PEEPs
  • Environmental risk assessments
  • Infection control audits
  • Health and safety audits
  • Provider/ manager arrangements for checking , identifying , and rectifying premises issues

S3

People & their carers, friends and relatives
  • Experiences of number of staff on duty at different times
  • Whether there are enough staff to keep people safe
CRM
  • Share your experience forms
  • Notifications
  • Information of concern enquiries
Organisations

Feedback about whether / how:

  • Staff are appropriately trained and experienced to keep people safe
  • There are adequate numbers of staff
  • People's needs are met in a timely way
Staff

Feedback about:

  • Their own recruitment and induction , DBS check
  • Safety - related training, support & guidance in practice
  • Competence of the staff group to keep people safe
  • Workload and capacity to meet people’s safety - related needs
  • Experiences of organisational expectations, culture and approach to safety
  • Whether / how safety - related practice impacts on people’s choice and control
  • Management response to unsafe practice, premises and equipment
Observation
  • Safe practice in day to day care
  • Timeliness and quality of interactions and care support
  • Staff presence/levels on site
Records and policies
  • Staff rotas
  • Staff recruitment and employment records
  • Staff training , induction and development planning documents and records
  • Where staff are working alone with people (including when colleagues are asleep during night shifts): specific suitability and periodic quality and safety check records

S4

PEOPLE & their carers, friends and relatives
  • Experiences of medicines administration in practice
  • People’s understanding & access to information about their medicines
  • Support for people to look after their own medicines
  • How often medicines are reviewed
CRM
  • Share your experience forms
  • Notifications
  • Information of concern enquiries
Organisations

Feedback about:

  • Staff and service competence in administering medicines
  • Support to people to look after their own medicines
  • Whether medicines are managed in a person-centred way
  • Whether concerns or changes impacting on medicines are communicated appropriately
  • Whether medicines errors or near misses are managed appropriately
Staff

Feedback about:

  • Experiences of medicines training and support
  • Awareness of policies, guidance, procedures, standards and responsibilities in relation to medicines, and whether / how they are applied in practice
  • When and how people are supported to look after their own medicines
  • Access to information about medicines
  • How often medicines are reviewed
Observation
  • Good practice medicines guidance and standards in day to day use
  • Signs of excessive or inappropriate use of medication to control behaviour
  • Storage and disposal arrangements , including for controlled medicines
Records and policies
  • Medicines administration records , including for controlled drugs
  • Medicines review arrangements
  • Medicines training arrangements
  • PRN and other medicines protocols

S5

People & their carers, friends and relatives
  • Experience of cleanliness of premises and equipment
  • Experience of care being delivered in a clean and safe way
  • Any experience of infection acquired while using the service
CRM
  • Share your experience forms
  • Notifications
  • RIDDOR
  • Information of concern enquiries
Organisations

Feedback about whether / how:

  • Infection - related risks and events are appropriately managed, reported and responded to (HSE/EHO/PHE)
  • Food standards agency rating
Staff
  • Awareness of relevant policies, guidance, procedures, standards and responsibilities and how to appropriately apply in practice
  • Experiences of training, support & guidance in practice
  • Staff competence
  • Workload and capacity
  • Access to handwash and infection control facilities, equipment and supplies
Observation
  • Good practice guidance and standards in day to day use
  • Use of PPE and hand washing / gels
  • Access to / supply of infection control ppe, equipment and supplies
Records and policies
  • Assessment, care planning, risk assessment, review and outcome records
  • Complaints and compliments
  • Infection control - related induction and training arrangements
  • Cleaning, hygiene, and infection control policies and record

S6

People & their carers, friends and relatives
  • Experience of raising concerns
  • Experience of how serious incidents or near misses have been dealt with
  • Experience of involvement in investigations and reviews
  • Experience of Duty of Candour arrangements and notifications
  • Satisfaction with outcomes when things have gone wrong
CRM
  • Share your experience forms
  • Notifications
  • RIDDOR / HSE reports
  • Coroners' Reports
  • Information of concern enquiries
Organisations

Feedback about whether / how:

  • The service responds to serious incidents or near misses , including investigations , reporting, recording , learning and improvement
  • The service works with other agencies when serious incidents and near misses occur
Staff
  • Awareness of relevant policies, guidance, procedures, standards and responsibilities and how to appropriately apply in practice
  • Experiences of training, support & guidance in practice
  • Experiences of organisational expectations, culture and approach to learning and improvement
  • How staff contribute to preventing & responding to serious incidents and near misses
Leaders and managers
  • Understanding of responsibilities under Duty of Candour
Observation
  • Meetings that consider incidents and near misses
Records and policies
  • Complaints and compliments
  • Incident and ‘near miss’ policies and records, including alerts, investigations, outcomes and improvement plans
  • Staff induction, training, support, development and disciplinary records
  • Communications with staff
  • Duty of Candour policies and procedures
E1 E2 E3 E4 E5 E6 E7

E1

People & their carers, friends and relatives
  • Experiences of assessments, care planning and outcomes
  • Experiences of how technology is used
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisation

Feedback about whether / how:

  • Assessments, care planning and practice aligns with good practice guidance
  • The service prevents and responds to discrimination and promotes equality
  • The service uses technology, and does so in a way that benefits people
Staff
  • Awareness of relevant guidance and standards
  • Experiences of training & guidance in practice
  • Experiences of organisational expectations, culture and approach to equality
  • How staff contribute to preventing & responding to discrimination
Leadership and management
  • Awareness of relevant guidance and standards
  • How leaders and managers contribute to preventing & responding to discrimination
  • Plans for future use of technology
Observations
  • Good practice guidance and standards in day to day use
  • Interactions between staff and people
  • How technology is used
Records and policies
  • Initial and ongoing assessment, care plan, review and outcome records
  • Complaints and compliments
  • Assessments, care planning, equality/diversity and use of technology policies

E2

People & their carers, friends and relatives

Feedback about:

  • Staff skills and capability
  • Whether/how people are matched with the staff who work with them
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback about:

  • The service’s approach to recruitment, induction, training and development
  • Staff competence
  • How well the service supports its staff
Staff & volunteers
  • Experiences of induction, appraisal, training, support and development
  • Explore whether training is given to meet the specific needs of the people using the service
  • Experiences of organisational culture and approach to training and support
Observation
  • Skills, techniques and methods used
Records and policies
  • Statement of purpose: services offered and needs met: match with staff knowledge, training, qualifications and skills
  • Person specifications for job roles
  • Staff records: qualifications, training records, appraisals, registration requirements and details, portfolios, training & development plan
  • Complaints and compliments

E3

People & their carers, friends and relatives

Feedback about:

  • Food and mealtimes; quality of meals and dining experiences
  • Food choice and involvement in menu planning
  • Support with any eating / swallowing difficulties
  • Access to food and drink outside mealtimes / regular drink times
  • The attitude and approach of staff and volunteers to meeting individual needs
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback about:

  • Catering, nutrition and hydration practice
  • Practice in relation to particular risks and issues; people with complex needs
  • Feedback from community dieticians
Staff & volunteers
  • Awareness of particular needs and risks in relation to eating and drinking, e.g. people living with dementia (in particular of specialist staff such as chefs)
  • Recognition of and response to individual preferences and religious/ cultural requirements
Observation
  • Mealtimes: choice, presentation, quantity, special diets
  • Support / arrangements for people to make their own meals and drinks; promotion of independence
  • Access to food and drink outside mealtimes
  • Staff communication about eating and drinking risks and issues at handover
Records and policies
  • Food and fluid charts
  • Nutrition, hydration and swallowing assessments
  • Weight records
  • Menus
  • Internal feedback surveys
  • Complaints and compliments
  • Staff training records and plans

E4

People & their carers, friends and relatives

Feedback /experiences about:

  • How well the team communicate and work with each other and staff in other services
  • Whether referrals are made to other services when needed, and in a timely way
  • How well people’s needs are known and understood by staff
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback about:

  • How quickly and effectively the service refers people to/involves /receives referrals from other agencies when this is needed
  • Whether the service communicates effectively with commissioners / care managers when people’s needs change
Staff & volunteers
  • Awareness of the impact of changing needs and risks, and how and when to involve other agencies and services
  • How well they and their colleagues work together, and with staff in other agencies
Observation

Handover and other discussions about:

  • Responding to changing needs
  • Referring people to / receiving people referred by other services
  • Working with other services and agencies
Records and policies
  • Referrals to other services
  • Referrals from other services
  • Communications with commissioners and others about changing needs
  • Complaints and compliments

E5

People & their carers, friends and relatives

Feedback about:

  • Access to healthcare services and advice
  • Timeliness of responses to need for new GP / nurse / other healthcare appointments / medicines
  • Support and access for regular checks/monitoring appointments (chiropodist/dentist/diabetes/continence nurse/optician/etc)
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback about/from:

  • Liaison/cooperation with healthcare services, including for example, as needed:
    • GPs, consultant and specialist doctors
    • Acute hospital ward staff
    • Tissue viability, diabetes, oncology, urology, continence nurses
    • Physiotherapy and Occupational therapy services
    • Pharmacy services
  • Healthwatch
  • Service commissioners & care managers
Staff
  • Understanding of people’s general and particular healthcare needs
  • Knowledge of the meaning and impact of changes in health and wellbeing.
  • Knowledge of common risks and issues and how to prevent them, e.g. urinary tract infections, skin care (tissue viability), wound management, pain.
  • How and when information about people’s health and wellbeing is shared with colleagues and managers
Observation
  • Staff handover meetings: handling of healthcare issues
  • Staff discussions with healthcare professionals
Records and policies
  • Individual people’s health records, including for example tissue viability/ wound management plans, health action plans, appointments and visits from healthcare professionals
  • Information for people about particular conditions.
  • Medicines management
  • Complaints and compliments
In Specialist Colleges
  • Healthy lifestyle learning programme records
  • Sport and physical activity

E6

People & their carers, friends and relatives

Feedback about whether:

  • The premises are suitable, comfortable, and meet people’s needs
  • People are listened to and involved in decisions about changes
CRM
  • Share your experience forms
  • Information of concern enquiries
Staff
  • Discuss suitability and accessibility of the building and grounds for people
  • Ask about planned changes and improvements
Observation / tour of the premises
  • Clean, fresh, hygienic, odour free, good repair & upkeep of communal areas, bedrooms, hallways, corridors, bathrooms, dining rooms, kitchens
  • Promotion of privacy and dignity
  • Functioning locks in WCs and bathrooms etc
  • Adaptations to meet the needs of the people who live there (for example people who live with dementia, sensory impairment, disability, physica l frailness); signage, orientation aids, accessibility, adapted baths/showers/WCs, hand rails
  • Adequate and safe storage areas
  • Safe, secure & accessible garden areas
  • Window restrictors above ground floor level
  • Wardrobes secured to wall
  • Call bells in reach
  • Clean and odour free bedding, mattresses & clothing in cupboards and wardrobes
  • Disposal arrangements for continence products
  • Personal protective equipment available and in use ; gloves, aprons
  • Cleaning products locked away
  • Hand washing/cleaning, paper towels
  • Communal equipment available, stored safely and accessibly –wheelchairs, hoists, slings, transfer boards
  • Laundry, waste disposal facilities and arrangements (including clinical waste )
  • Any unnamed items in bathrooms and cupboards
  • Appropriate segregation of waste, with bin bags.
  • Food in kitchen fridge stored safely
  • Suitable refrigeration arrangements for relevant medicines
  • Fire exits clear of obstructions, signposted, accessible
Records and policies
  • Meeting notes and minutes referring to buildings and grounds discussions. Cross refer to any case files and accident / incident records
  • Complaints and compliments
Specialist colleges
  • Remember that the premises are not the students’ permanent homes and that the parts of the building used for educational purposes are not regulated by CQC.
  • Students should be able to personalise their rooms.
  • Accommodation areas should be appropriately comfortable, accessible, adapted, and safe.

E7

People & their carers, friends and relatives

Feedback about:

  • How and when people are asked to consent to care and treatment
  • How and when the service follows best interests decision making requirements
  • Experiences of any assessments and applications to deprive a person of their liberty
  • Whether people are appropriately involved in decisions as much as possible
  • Whether people were involved in / are aware of any ‘do not resuscitate’ decisions
  • Experiences of any use of restraint
CRM
  • Share your experience forms
  • Notifications: DoLS, safeguarding, references to use of restraint
  • Information of concern enquiries
Organisations and key individuals

Feedback from:

  • Independent Mental Capacity Advocates
  • People with Lasting Power of Attorney (‘LPAs’)
  • Court of Protection Deputies
  • ‘Supervisory Body’ staff
  • Safeguarding teams
  • Specialist community professionals, e.g community learning disability teams, dementia teams, community mental health teams
Staff & volunteers

Discuss:

  • Mental Capacity Act / Code of Practice / DoLS / use of restraint training experiences and awareness
  • Examples of training being put into practice
  • The service’s expectations, policies and procedures
  • How they support people to participate in decision making
Observation
  • How people are involved in decision making
  • How staff interact with people who may lack capacity to take a decision
  • How staff manage behaviour that challenges
  • How and when staff restrict people’s liberty
Records and policies
  • Consent to care and treatment records
  • Records of assessments of mental capacity to take a decision
  • Best interests decision - making records
  • Advance decisions about care and treatment.
  • Completed DoLS application forms
  • Do Not Attempt CPR ‘notices’ in files
  • Policies and procedures on Mental Capacity Act / Code of Practice / DoLS / use of restraint / best interests decision making
  • Complaints and compliments
C1 C2 C3

C1

People & their carers, friends and relatives

Feedback about:

  • How they are treated by staff
  • Whether staff make an effort to get to know them as people
  • Whether their particular needs are taken into account in relation to communication, and access
  • How quickly the service recognises and meets their needs
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback about how caring the service is from:

  • Liaison/cooperation with healthcare services, including for example, as needed:
    • GPs, consultant and specialist doctors
    • Acute hospital ward staff
    • Tissue viability, diabetes, oncology, urology, continence nurses
    • Physiotherapy and Occupational therapy services
  • Healthwatch
  • Service commissioners & care manager
Staff
  • Feedback about how well they know the people they support
  • Discuss how they approach providing care: genuine human interaction or task orientated
Observation
  • How people and staff interact with each other - meaningful interaction or task-led ?
Records and policies

Look for evidence around person-centred focus/practice or task orientation in:

  • Care plans.
  • Records of compliments and complaints
  • Staff training and induction –EDHR

C2

People & their carers, friends and relatives

Feedback about:

  • How people were involved in decisions about care and treatment
  • How information was given to help people make decisions
  • When and how carers and other representatives were involved in decisions making
  • Whether people were told about sources of advice and advocacy
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations
  • Advocacy and similar services.
  • Commissioners
  • Community professionals
  • Healthwatch
Staff

Feedback about:

  • How people and their supporters are involved in care and treatment decisions
  • How / whether the service actively promotes independence ad autonomy
  • Whether their rotas enable them to properly care for and support people
Observation

Decision making meetings, processes and occasions:

  • Formal and other reviews
  • User meetings
  • Day to day care
Records and policies

People’s care files:

  • Advocacy records
  • Reviews and care and treatment decisions
  • Communication needs and how they are met
  • Staff rotas and schedules
Shared Lives
  • Explore how sources of support and advice in addition to their carer are provided

C3

People & their carers, friends and relatives

Feedback about:

  • How people’s privacy and dignity is maintained.
  • How property and money are kept securely
  • How people are supported to remain independent
  • Visiting arrangements (care homes and relevant specialist housing)
  • Whether visitors feel welcome
  • Responses to pain and distress
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations
  • Advocacy and similar services
  • Commissioners
  • Community professionals
  • Healthwatch
Staff

Feedback about how they support:

  • Privacy
  • Dignity
  • Confidentiality
  • Independence
Observation
  • Interactions between staff and people and their supporters
  • Where and how records are stored and updated
Records and policies
  • People’s care files
  • Training records
  • Training content
  • Policies and procedures on independence, privacy, dignity, confidentiality and data management
R1 R2 R3

R1

People & their carers, friends and relatives

Feedback about:

  • Experiences of assessments, care planning and outcomes
  • Experiences of how technology is used
  • Activities, interests and contact with the community and personal relationships
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback about whether / how:

  • Assessments, care planning and practice ar e person centred and responsive
  • The service prevents and responds to discrimination and promotes equality
  • The service uses technology, and does so in a way that benefits people
Staff
  • Awareness of relevant guidance and standards
  • Understanding about person-centred care
  • Awareness of people’s preferences such as spiritual, religious or cultural beliefs
  • Experiences of organisational expectations, culture and approach to equality
  • How staff contribute to preventing & responding to discrimination
Observation
  • Good practice guidance and standards in day to day use
  • Interactions between staff and people
  • Is people’s care person-centred?
  • How technology is used
Records and policies
  • Initial and ongoing assessment, care plan, review and outcome records
  • Complaints and compliments
  • Assessments, care planning, equality/diversity and use of technology
  • Staff training and induction

R2

People & their carers, friends and relatives
  • Do people know how to raise a concern or complaint?
  • Experiences of raising concerns or complaints
  • Can they access the complaints policy and procedure in a format they choose/can understand?
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback about whether:

  • People are supported to raise concerns/complaints and informed of outcome
  • Concerns or complaints are investigated and acted on
  • Improvements made as a result of the complaints/concerns
Staff
  • Understanding of the complaints policy and procedure
  • Have any improvements been made as a result of complaints/concerns or incidents
Records and policies
  • Complaints policy and procedures
  • Record of complaints and investigations
  • Concerns and complaints management systems
  • Improvement plans
  • Staff training and induction

R3

People & their carers, friends and relatives
  • Views and experiences of the end of life care
  • Views and experiences of care planning and assessments
CRM
  • Share your experience forms
  • Information of concern enquiries
  • Notifications
Organisations

Feedback about :

  • Assessments, care planning, reviews and practice for end of life care
  • Is best practice guidance followed?
  • Involvement and cooperation with specialist professionals
Staff

Feedback about:

  • Their approach to end of life care and understanding of people’s needs, wishes and choices
  • Training attended and how this has been put into practice
  • Availability of specialist equipment and support
  • How and when people’s changing needs are reviewed at the end of their life
  • Awareness of relevant guidance and policies
Observation
  • Staff handovers and communication regarding people’s needs
  • Staff deployment
  • Availability of equipment
Records and policies
  • Individual care plans, assessments , reviews and daily monitoring
  • Advance directives
  • Staff training records and plans
  • Notification
Gathering feedback from visiting professionals
  • GPs
  • End of life nurse specialists
  • Palliative care teams
  • District nurses
  • Commissioners
  • Healthwatch
W1 W2 W3 W4 W5

W1

People & their carers, friends and relatives

Feedback about:

  • The culture at the service
  • The competence and knowledge of the leaders and managers
  • How person-centred, open and transparent leaders and managers are
  • How leaders and managers support the staff and work with them
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations
  • Feedback about the service’s culture, leadership and management
Staff

Feedback about:

  • The vision and values of the service, and how these are developed, discussed, put into practice and reviewed
  • The culture at the service
  • Whether staff understand how to raise concerns /‘whistle blow'
  • Experiences of raising concerns with leaders and managers, and the outcomes
  • How well leaders / managers and staff teams communicate
  • How leaders and managers give staff feedback about performance
  • Whether staff from different ethnic and belief groups are treated equally
  • How leaders and managers promote equality and tackle discrimination
  • Training / support received about issues facing LGBT people using the service
Leaders and managers

Feedback about:

  • How managers make sure staff are aware of equality policies and follow them
  • Any particular equality issues at the service, and how they were tackled
  • The main equality - related priorities over the past 12 months, and whether they were achieved
  • The main equality related priorities for the next 6 months
  • How the staff have a voice and how this is gathered and understood
Observation
  • How people are referred to by staff, and whether it is appropriate
  • How staff interact with each other
  • How staff speak to and involve people in their care/li>
Records and policies
  • Written material on the service’s vision and values
  • Minutes of meetings
  • Social activity calendars
  • Quality audits
  • Staff supervision records, spot checks and appraisal records
  • Equality and diversity policies
Shared Lives

Feedback about:

  • The working relationship between carers and scheme staff
  • How carer knowledge and skills are used to help develop the service

W2

People & their carers, friends and relatives

Feedback about:

  • The way the service is managed
  • Whether sufficient resources are available to drive improvement
  • How managers and leaders support staff
  • How well staff understand and carry out their responsibilities
CRM
  • Share your experience forms
  • Information of concern enquiries
  • Registration requirements against service provided
  • Notifications
  • Safeguarding enquiries
Organisations

Feedback on quality management from:

  • Commissioners
  • Healthwatch
  • Community professionals
Staff

Feedback about:

  • How the provider supports the manager (and other senior staff where relevant)
  • How the manager and other leaders support staff
  • Whether accountability, roles and responsibilities are understood; and performance monitored by leaders and managers
  • Whether sufficient resources are available to drive improvement
  • How information is shared with other organisations
  • What training/support they have received in relation to data management
Leaders and managers
  • Where relevant , the action being taken to appoint a manager
Policies
  • Vision and values
  • Governance, delegated responsibilities, accountability, and decision making
  • Quality monitoring
  • Management of behaviours and performance
Minutes and records
  • Meetings
  • Staff supervision
  • Disciplinary and appraisal meetings
  • Board meeting minutes
  • Business plans
  • Accreditation scheme appraisals and reviews
  • Commissioner contract monitoring reviews
Specialist colleges

Feedback about whether:

  • Service vision and values are consistently applied across the whole service
  • Heads of care (or equivalent) are part of the Senior Leadership Team

W3

People & their carers, friends and relatives

Feedback about:

  • Experiences of being involved in key decisions and how the service is run; what impact and outcomes it had
  • How well the service communicates
  • Links between the service and the local community
  • Experiences of being supported by the service to take part in / use community events and facilities
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback from:

  • Commissioners
  • Community organisations
  • Other professionals
Staff

Feedback about:

  • How the vision and values were developed, discussed and put into practice
  • Whether staff know how to raise concerns or ‘whistleblow’; and whether they feel able to do so.
  • How the service communicates with people, staff, organisations and professionals
  • How staff have influenced the development of service delivery and practice
  • How innovation is encouraged, recognised and put into practice
  • What the organisation does with feedback from families/people using services and how it is responded to
Observation
  • Observe how decisions at different levels are taken, and who is involved
Records and policies
  • Vision and values
  • Governance, delegated responsibilities, accountability, and decision making
Minutes and records
  • How staff, people and their families were involved in developing the service’s vision and values
  • Board meeting minutes
  • Business plans
  • Accreditation scheme appraisals and reviews
  • Commissioner contract monitoring reviews

W4

People & their carers, friends and relatives

Feedback about:

  • Experiences of the service improving and innovating
  • How well the service learns from incidents and event
CRM
  • Share your experience forms
  • Information of concern enquiries
Organisations

Feedback from:

  • Commissioners
  • Healthwatch
  • Other professionals
  • Evidence of improvement engagement with other external bodies and forum
Staff

Feedback about:

  • Staff involvement in learning, improvement, innovation and change
  • Resources available for service development
  • Quality assurance arrangements
  • How the service encourages and recognises their suggestions and feedback
  • How the service uses good practice guidance
  • How the service uses technology and its impact (staff training and understanding
Observation
  • How technology is used and its impact
  • How feedback and suggestions are received by managers and leaders
Records and policies
  • Quality assurance systems/audits and any associated action plans, minutes of meetings and compliments
  • Quality based accreditation schemes that the service takes part in and how these are actively put into practice
  • Policies and procedures that have been improved as a result of learning and feedback.
  • Staff reward schemes
  • IG toolkit (if applicable)
  • Any national or other awards gained
shared Lives schemes
  • How shared lives scheme approval panels review and make decisions about new shared lives carers

W5

People & their carers, friends and relatives

Feedback about:

  • How effectively the service works with their GP, care manager / social worker, community nurse or other professional(s)
  • Any recent hospitalisations and follow up
CRM
  • Share your experience forms
  • Concerns or complaints relating to relationships with other agencies
Organisations

Feedback from:

  • Commissioners
  • Safeguarding teams
  • Healthwatch
  • Training consortiums/organisations
  • Other health and social professionals
Staff

Feedback about:

  • Their work with other organisations
  • How the service as a whole works with other organisations
Observation
  • Where opportunities arise) interactions with other agencies and visiting professionals
Records and policies
  • Relevant schemes or arrangements that the service takes part in and how these are actively put into practice: for example, ‘Trusted Assessor’ schemes
Shared Lives
  • How the service and individual Shared Lives carers engage with other schemes and networks
Specialist college
  • Feedback from agencies involved before, during and after a student’s placement. For example schools, local authorities, careers services, employers, housing associations and health services