FEATURE
Innovation and Improvement
Resolve Care, a group of care homes for adults with autism and learning disabilities who have restricted rights, has achieved Outstanding CQC status twice. Here, owners Anne Graham and David King, give an insight into how its culture hit the right notes with inspectors.
At Resolve Care, our two homes support adults with autism or learning disabilities, with most having their rights restricted under the Mental Health Act. They have previously endured limited life opportunities and there was limited support available to them, which makes our service essential. We are dedicated to ensuring the longevity of our care homes, making them a success, making them work; to give people the best chance so that they avoid reverting back to offending behaviour.
Creating a culture of innovation and improvement has resulted in being awarded Outstanding CQC ratings for both our homes, and there are a number of ways in which we have reached this point.
We’re strong leaders, never complacent, and we strive for continued improvement, exploring what is new and ways our service can be developed further. Technology has been a key part of this and we’ve used it to transform our care management process. In the past, like many other care homes, our care management was largely a manual affair, with our team keeping paper records, which was a laborious process. The folders alone demanded an incredible amount of space to store, and were very unpractical in terms of collating management reports.
We scrapped that inefficient approach in favour of a more innovative process to have a real impact on the service we provide. We implemented an innovative care management system, ECLIPSE from OLM. It has allowed us to streamline processes, and adopt a far more straight-forward approach to record-keeping and administration. As owners of two specialist care homes, using technology in this way has facilitated the improvements we strive for. We are certainly more efficient, which in today’s challenging market is imperative to long-term sustainability.
We have been able to make such a difference to our day-to- day operations. Valuable office space has been claimed back
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through ditching the old paper files, alongside mitigating against the risk of losing records. It has also been possible to significantly reduce time spent on administration duties.
Our amazing team now spend more time with service users, using ECLIPSE on mobile devices, updating records at the touch of a button rather than having to go into the office to type up notes.
Involving service users in the entire care process is important to us; listening to their views and opinions, and responding quickly. Relationships are at the heart of the Resolve way of working, and growing trust and creating open relationships with each service user is essential.
Our new care management system facilitates involvement from service users in their own care plans. They input into and sign their own care plans. The ability to do this pictorially removes a barrier for those who struggle with reading and writing, as many of our service users do. We also now have a medium of keeping records where we can have photographs and videos that are easily shared with the families – we couldn’t do that with the paper files.
The CQC inspectors recognised our achievements using ECLIPSE, and stated in their report that the new system means that “people’s health and wellbeing can be monitored closely and any changes identified, and treated without delay. People’s care plans were very person-centred and clearly described their care, treatment and support needs. The care plan format was easy for people who used the service to understand by using lots of pictures.”
The CQC praised us for how we are using innovative technology to support our model of care. It is this, combined with our strong leadership and committed team, which has led to Resolve Care being awarded the highest level of success. This is an accolade that is valued highly by the adults we care for, their families, our staff and manager, and, of course, us!
www.tomorrowscare.co.uk
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