Ensuring that there is effective coordination between services is an essential part of most people’s care and support.
Whether responding to hospital admissions and discharges, or simply working with another local care service which the person also uses, this is something you need to be able to manage well.
Effective care, support and treatment is often reliant on people needing the support of not only your service but other organisations and professionals in health and social care.
During their inspections, the CQC will often want to speak with the people you support, their friends, carers and relatives. Inspectors will ask about communications and how well the staff understand their needs of using wider health or social care services.
The CQC’s interviews with staff, volunteers and managers will often look at how changing needs are assessed and acted upon quickly, as well as discussing referral processes.
In addition to the interviews, CQC inspectors may ask to review various documents including:
- Referrals to and from other services.
- Communications with commissioners and others about changing needs.
- … and Complaints and compliments
Outstanding services will often ensure the planning and coordination of moving between services is done at the earliest possible opportunity. The decisions that are made fully reflect the care needs of the individual and their preferences.
Outstanding services are also well connected with other local organisations to ensure staff teams work effectively together to achieve joined-up care and support.
In contrast, services falling below the standard are not always consistent in how they manage this. Where people use more than one care service, they are often not always clear who provides what support.
To help you understand what you need to meet CQC standards, please refer to the recommendations, examples, and resources in GO Online.