| OBJECTIVES |
BY WHOM |
BY WHEN |
HOW MEASURED | |
| GOOD COMMUNICATION
To ensure information is circulated around home to staff, outside agencies residents and relatives. |
– All key workers and named nurses to have at least monthly reviews with families
– Web site to get feedback from staff and families. – All Residents/relatives/committee meetings to be of equal stature – All comments whether positive or negative, to be reviewed and acted on – No more than 2 complaints/home, from either staff or residents, to reach owner – Managers to have visual presence around the home 2xdaily min, – all managers to work clinically at least weekly. |
All staff Admin staff Staff rep on committee All staff All Staff managers Alison Managers |
Sept 2014 May 2014 Dec 2013 ongoing Sept 2014 Oct 2013 Dec 2013 |
At least 12 recorded on care sys each resident
Improved communication, Monitor website Minutes of meetings with clear paper trail. Number of complaints Care plans One to one with relatives Complaints and suggestion book Policies newsletters to be emailed 3 monthly Audits, environmental, complaints Owner to find max 10 issues/home CareSys records, environmental All to have visual presence in all areas |
| REPUTATION
To be the best home locally in the area. |
– All staff & residents to feel they are in the
best home, all visitors to feel welcome – all homes to have own action plan, reviewed and actioned min each audit. – To maintain full compliance at all times, without suggestions – All new staff through referrals – Staff bonus always to have positive effect |
All staff Alison Alison Managers managers All staff All staff |
Ongoing Feb 2014 on-going maintained Dec 2013 |
All staff audited through regular questioning
Home occupancy & how referrals come 6 monthly questionnaire & residents meeting CQC Inspection written action plan home audits between all three homes Audit, feedback forms Disclosure of bonus – automatic withdrawal |
| ECONOMY
To maintain a good quality of service at minimum cost to residents.
|
– Turnover of staff to be below 10%
– No rooms vacant for more than 2 wks – To maintain care within 5 % of budget for all areas. – Residents fees to be financially viable – Gross Staff wages to not increase over inflation. Staff sickness, holiday, hours controlled and monitored – Staff to take full accountability for misuse -Day Centre to have 15 occupants each day |
Managers & Seniors Elizabeth Managers All Staff Alison Managers Kim All staff Kandy |
Jan 2014 April 2014 March 2014 Dec 2013 March 2014 Dec 2013 Feb 2014 April 2014 April 2014 |
Figures – fee increase
Vacancy records
Budgets Bonuses Residents fee increase – under HC inflation End of year/monthly accounts, RPI, Sickness and holiday being used All correct – reports from Kim Through maintenance and replacement costs Evidence, accounts, |