Care Home CQC Feedback Process: A time to rethink

Care Home CQC Feedback is about to become so much more important! The upcoming changes in the Care Quality Commission (CQC) framework underscore the growing importance of feedback for Care Homes and Home Care services.

The changes coming into effect from October 2023 put the spotlight on feedback from all the people you support and partner with.

But before we dive into the nitty-gritty, let’s start with a simple question:

How effective are your current feedback processes?

In the spirit of improvement, let’s explore how you can improve your feedback tools, collect valuable insights, and ensure you’re on the right track to meet the new CQC requirements.

Evaluating Your Current Feedback Processes

Before discussing where you’re going, we must figure out where you are.

Take a moment to assess your existing feedback setup:

• Self-Assessment: Begin by critically evaluating your current feedback methods. Are they working as intended? Is there someone in your care business who currently owns this task? How frequently are you asking for carehome.co.uk reviews? Having conversations with local commissioners and partners?
• Feedback Sources: Identify the groups you need feedback from: residents, relatives, staff, and local commissioners/partners. Do you have a list? Contact details and contact for them all? Ability to request feedback from those with impaired vision or learning disabilities?
• Existing Tools: Are you already using any tools or methods for gathering feedback? How effective have they been? Be honest – will the piece of paper in a filing cabinet cut it anymore? Is it time to move past the Excel sheet stored on your desktop?

Building an Effective Care Home CQC Feedback Process

Now, let’s construct a solid Care Home CQC feedback process that ensures you collect meaningful and actionable insights:

• Identifying Goals: Start by defining your objectives for collecting feedback. What specific improvements or insights are you seeking? While the CQC feedback is paramount, this feedback should be a considerable part of the constant development and improvement of your business, provision of care, marketing and culture.
• Selecting the Right Tools: Explore feedback collection tools like Survey Monkey, Typeform, VideoAsk, and Google Forms or consider custom forms on your website. Timestamped data, with the name and contact details of each person who has submitted feedback, should be stored and filed safely (it would also be beneficial to liaise with a GDPR specialist to ensure all data is collected and used appropriately)
• Customised Surveys: Tailor your surveys to different groups. Residents, families, staff and local partners will all have unique perspectives and needs.
• Timely Feedback: Consider implementing a continuous feedback mechanism instead of occasional surveys. Regular input can be invaluable. This should be a part of your compliance, operational and marketing processes. A single owner in your business should own this project.

Make the process simple for the people you support and partner with to provide feedback.

Tools such as Typeform help the person giving feedback focus on one question at a time. Multiple choice questions that can help you form a snapshot of their thoughts on your care, team and culture – feel more effortless to complete.

You will likely be used to asking for feedback from residents, service users and their families for your carehome.co.uk and homecare.co.uk profiles. Use your understanding of what works here and what hasn’t in the past and apply to the additional feedback you will now need to collate.

Whistleblowing will become an even more significant part of a transparent culture in care settings. Ensure that you have a policy and a simple way that your team can offer this vital feedback.

Creating a Feedback Culture

A feedback process is more than just surveys. It’s about creating a culture of open communication and active listening:

• Leadership Commitment: Leadership sets the tone. Show a commitment to valuing and acting on feedback.
  Training and Support: Consider offering training programs to educate staff on the importance of feedback and how to collect it effectively.
• Feedback Loops: Establish processes to ensure feedback leads to concrete actions and improvements.
• Analysing and Acting on Feedback.

Feedback is only valuable when it leads to action. Here’s how to make the most of the insights you gather:

• Data Analysis: Dive into the data you collect. Identify trends, common concerns, or areas that need attention
• Action Plans: Use feedback to create action plans. Address issues, make enhancements, and communicate changes to all stakeholders
• Communication: Keep everyone informed about improvements made in response to feedback. Transparency builds trust. Your findings will help support a truly distinct and unique brand proposition too, differentiating your brand.

Sustaining and Adapting

Lastly, don’t forget that feedback processes should evolve and adapt just like your care services:

• Continuous Improvement: Encourage a mindset of ongoing enhancement. Your feedback process should grow and improve alongside your business.
• Adapting to CQC Changes: Stay in the loop with the new CQC framework. Ensure your feedback processes align with current and future regulatory requirements.

Conclusion

In the ever-evolving landscape of care homes and home care businesses, feedback isn’t just a requirement; it’s a catalyst for positive change.

By reassessing and strengthening your Care Home CQC Feedback processes, you prepare for regulatory changes and ensure that your residents, clients, and service users receive the best care possible.

Closing Thoughts

Embrace the power of feedback as a tool for delivering exceptional care services.

Seize this opportunity to create a continuous improvement and excellence culture within your care home or home care business. Your commitment to feedback will shape the future of care for the better.

Would you like to explore some options for improving your feedback? Email lets.talk@carehomemarketing.co, and we’ll organise a call.