Prompts that may be used by CQC inspectors to explore this…
R1.1 How do people, or those with authority to act on their behalf, contribute to planning their care and support, and how are their strengths, levels of independence and quality of life taken into account?
R1.2 How does the service make sure that a person’s care plan fully reflects their physical, mental, emotional and social needs, including on the grounds of protected characteristics under the Equality Act? These should include their personal history, individual preferences, interests and aspirations, and should be understood by staff so people have as much choice and control as possible.
R1.3 Where the service is responsible, how are people supported to follow their interests and take part in activities that are socially and culturally relevant and appropriate to them, including in the wider community, and where appropriate, have access to education and work opportunities? Relates to: Services that provide or support activities, hobbies, community contact, employment and education support as well as personal care.
R1.4 Where the service is responsible, how are people encouraged and supported to develop and maintain relationships with people that matter to them, both within the service and the wider community, and to avoid social isolation? Relates to: Services that enable or support contact with families, friends and others in the community as well as personal care.
R1.5 How does the service identify and meet the information and communication needs of people with a disability or sensory loss? How does it record, highlight and share this information with others when required, and gain people’s consent to do so?
R1.6 How is technology used to support people to receive timely care and support? Is the technology (including telephone systems, call systems and online/digital services) easy to use?
Products that can help include...
Person-centred care (Good and outstanding care guide)
Person-centred care (Good and outstanding care guide)
Recommendations and practical examples from services rated good and outstanding including;
- Involve people in decision making, provide consistent levels of person-centred care, etc.
- Avoid failing to record and monitor people's preferences, assuming what people life or don't like etc.
Care plans (Good and outstanding care guide) Care plans (Good and outstanding care guide)
Recommendations and practical examples from services rated good and outstanding including;
- Plan care with the person and not for the person, ensure the care plan is detailed but understood by all (including the person needing care and support) etc.
- Avoid incomplete or out of date care plans, not giving new staff the time to read them etc.
Maximising independence (Good and outstanding care guide) Maximising independence (Good and outstanding care guide)
Recommendations and practical examples from services rated good and outstanding including;
- Support hobbies and interests, help people engage with the local community, empower people to meet personal goals etc.
- Avoid staff being too busy or uninterested in supporting activities, offering activities that do not meet people's needs etc.
Care Certificate
Care Certificate
Using our guidance, free workbooks and presentations make sure new workers meet the Care Certificate standards for:
- equality and diversity
- work in a person centred way
- handling information
- awareness of mental health, learning disabilities and dementia
These standards are closely linked to delivering care which is responsive to peoples needs.
Dignity in care : Communication (2014)
Dignity in care : Communication (2014)
This film shows how good communication is essential to ensure dignity in care. Examples include:
- skills staff use to communicate with diverse populations
- how technology can be used in communication
Older people and quality of life (2014) Older people and quality of life (2014)
Two films featuring older people living both in residential care and the community talking about how they wish to be treated
Care homes - Action planning tool (2017)
Care homes - Action planning tool (2017)
This action planning tool is for managers and owners of care homes for older people. It will help to:
- Build a shared understanding of what personalisation (or person-centred care) means in a care home setting
- Identify and plan practical improvements that will ma
Older people and quality of life: better life in residential care (2014) Older people and quality of life: better life in residential care (2014)
This film helps in understanding what is important in the lives of people with high support needs who live in a care home. They talk about:
- what is important in their lives
- how they like to be treated
The film is based around the Joseph Rowntree Foundation's (JRF) A Better Life programme.
Getting to Know You (2013)
Getting to Know You (2013)
This free e-learning resource supports learning about how to provide effective personalisation and high quality care and support through the use of one page profiles
Personalisation: a rough guide (2012) Personalisation: a rough guide (2012)
This interactive resource provides an introduction to personalisation. Use this guide to explore, for example:
- what personalisation is
- where the idea came from
- what personalisation means for different social care users
Personalisation (2011) Personalisation (2011)
This set of 12 films highlight different aspects of personalisation in adult social care for specific groups of people using services:
- learning disabilities
- physical disabilities
- older people
- black and minority ethnic people
Dementia: support in health and social care (2010) (QS1) Dementia: support in health and social care (2010) (QS1)
NICE quality standard on care for people with dementia provided in community and health settings. It includes statements and measures on;
- Assessment and personalised care plans
- Emotional and social needs of carers
- Respite services for carers
In particular, please see statements 4, 6, 7 & 10.
Stroke in adults (2016 updated) (QS2) Stroke in adults (2016 updated) (QS2)
NICE quality standard on stroke in adults. It includes a statement and measures on;
- Regular review of health and social care needs
In particular, please see statement 7.
Dementia: independence and wellbeing (2013) (QS30) Dementia: independence and wellbeing (2013) (QS30)
NICE quality standard on care and support of people with dementia in social care settings. It includes statements and measures on;
- discussing concerns about possible dementia
- choice and control in decisions
- reviewing needs and preferences when circumstances change
- leisure activities of interest and choice
- maintaining and developing relationships
- accessing services to help maintain physical and mental health
- design and adaptation of housing.
The statements are specific and concise and focus on priorities for quality improvement. This quality standard should be read alongside the NICE quality standard on Dementia: support in health and social care (see Effective - How are people supported to maintain good health, have access to healthcare services and receive ongoing healthcare support). In particular, please see statement 4.
Home care for older people (2016) (QS123) Home care for older people (2016) (QS123)
NICE quality standard on care and support for older people living in their own homes. It includes statements and measures on
- Person-centred planning
- Missed or late visits & consistency of home care workers
- Length of home care visits
In particular, please see statements 1 & 5.
Learning disabilities: identifying and managing mental health problems (2017) (QS142) Learning disabilities: identifying and managing mental health problems (2017) (QS142)
NICE quality standard on the prevention, assessment and management of mental health problems in people with learning disabilities in all settings. It includes statements and measures on;
- mental health assessments
- key workers
- tailoring psychological interventions.
The statements are specific and concise and focus on priorities for quality improvement. In particular, please see statements 1, 2 & 4.
Violent and aggressive behaviours in people with mental health problems (2017) (QS154 Violent and aggressive behaviours in people with mental health problems (2017) (QS154
NICE quality standard on short-term prevention and management of violent and physically threatening behaviour among adults, children and young people with a mental health problem. It includes statements and measures on;
- Identifying triggers and warning signs
- Prevening and managing violent and aggressive behaviour
In particular, please see statement 2.
Better home care for older people: A quick guide for people who arrange their own home care (2016) Better home care for older people: A quick guide for people who arrange their own home care (2016)
This is a short and visually appealing guide for people who arrange their own home care, containing key information from the relevant NICE guidance.
Intermediate care including reablement (2017) (NG74) Intermediate care including reablement (2017) (NG74)
The guideline covers referral and assessment for intermediate care and how to deliver the service. It outlines core principles of intermediate care and reablement, delivery of intermediate care and transition from intermediate care. The guideline also covers training and development.
Communication (Good and outstanding care guide) Communication (Good and outstanding care guide)
Recommendations and practical examples from services rated good and outstanding including;
- What to ensure staff have the skills to effectively engage and respond to the needs of people who use the service and others who engage
- How to avoid poor and unresponsive approaches to communication
Using technology (Good and outstanding care guide) Using technology (Good and outstanding care guide)
Recommendations and practical examples from services rated good and outstanding including;
- What to consider when creating a culture where technology supports the people to receive better care
- How to avoid technology that does not benefit the people who need care and support
NG86 People's experience in adult social care services: improving the experience of care and support for people using adult social care services (2018) NG86 People's experience in adult social care services: improving the experience of care and support for people using adult social care services (2018)
This guideline covers the care and support of adults receiving social care in their own homes, residential care and community settings. It aims to help people understand what care they can expect and to improve their experience by supporting them to make decisions about their care.
Supporting personal relationships Supporting personal relationships
This guide helps adult social care services to consider the importance of personal relationships for the people they support and what staff development may be required. The guide covers;
- Values and behaviours
- Knowledge and understanding
- Supporting your workforce
- Practical examples
Getting your organisation digital ready Getting your organisation digital ready
Digital working is increasingly important for adult social care providers to enable them to respond to people's needs and effectively work with others. Skills for Care has produced a range of guidance to help services to benefit from digital ways of working.
- Becoming a digital social care organisation
- Guide to core digital skills in social care
- Robotics and artificial intelligence
- Data protection, GDPR and information sharing
- Digital transformation in social care
Promoting independence through intermediate care: A quick guide for staff delivering intermediate care services (2018) Promoting independence through intermediate care: A quick guide for staff delivering intermediate care services (2018)
This is a short and visually appealing guide for intermediate care practitioners, containing key information from the relevant NICE guidance.
