11
Jun 18

What do 'good' and 'outstanding' rated services look like?

Posted on Monday 11th June 2018

One of the ways adult social care providers can measure ‘excellence in care’ is through CQC ratings, and achieving a good or outstanding rating is a great achievement for any service. This #excellenceincare month we want to share the characteristics of services rated ‘good’ and ‘outstanding’ to help you prepare for inspection and improve your service.

Our ‘Good and outstanding care guide’ identifies some of the key characteristics which set services apart when it comes to ratings.  It suggests that providers achieving a good rating are usually delivering an effective and consistent level of care – they adhere to national standards and ensure they’re staffed to meet people’s needs. Here’s a summary of some of the characteristics under the key lines of enquiry.

Safe

  • Have a consistent and preventative approach to keeping people safe.
  • Have sufficient and competent staff who respond to the needs of the service.

Effective

  • Involve people, their families and carers in care planning.
  • Deal with complaints and concerns transparently.

Caring

  • Support and encourage people to build relationships, social networks and community engagement.

Responsive

  • Encourage complaints and concerns in confidence and with clarity.
  • Ensure end of life care is effectively planned and supported.

Well-led

  • Embed a positive culture and vision shaped around people who access care and support.
  • Ensure your service is led by example.
  • Have effective governance arrangements that help to identify and manage risks, and drive improvement.

You can read more characteristics on page 45 of our ‘Good and outstanding care guide'.

Once you’ve achieved a good rating – what’s expected of all regulated care services – you can start working towards outstanding in one or more area of inspection. To achieve an outstanding rating, these services are innovative and exceptional - they go the extra mile and deliver care beyond what is expected. Here’s a summary of some of the characteristics under the key lines of enquiry.

Safe

  • Promotes creative ways to mitigate risk and support choice.

Effective

  • Use evidence, analysis and external expertise to make improvements.
  • Have a highly skilled, motivated and confident workforce.

Caring

  • Staff are exceptionally kind and compassionate, and the level of care exceeds expectations.

Responsive

  • Use creative, innovative and efficient approaches that go the ‘extra mile’.
  • Champion choice, flexibility and control.
  • Supports community participation in and out of people’s homes.

Well-led

  • Have a strong, visible, person-centred culture.
  • Employ distinctive leaders who deliver stretching but realistic objectives.
  • Involve people in shaping the services – from recruitment to development.
  • Strive for excellence, seeking out the latest best practice and new technologies.

You can read more characteristics on page 47 of our ‘Good and outstanding care’ guide.

To ensure that can share the excellent work that you do, it's important to evidence it effectively. The guide also explore how some services share best practice and gather evidence. Inter-County Nursing and Care Services achieved an outstanding rating and their registered manager told us:

“Effective reporting, recording and auditing will help evidence your achievement and commitment to continuous improvement. Set clear and realistic action plans and review constantly so you can monitor progress. Above all else, instil passion and commitment for quality care amongst your team and encourage them to be the best they can be.”

Download your free copy of the guide here. You can also buy a workbook edition from our online bookshop, which has activities to help you reflect on best practice and consider how you could demonstrate it in your service.