1. Quality Issues in Health and Social Care Maria O’Connell – Acting Team Manager, Social Care Direct & Jane Wilson – Designated Nurse for Safeguarding Adults, Wakefield NHS Clinical Commissioning Group

2. What is Meant by Quality? Quality Service is one which is safe, effective and sustainable. Delivering safe and effective care should involve the following: Ensuring that practice is safe and there is an appropriate management of risk. Providing effective care which enhances quality of life well-being and promotes dignity and independence. Preventing, detecting, communicating and learning from adverse incidents and near misses.

3. Challenges Providing Health and Social Care is complex and may never be a 100% error proof. However more can be done to avoid injury and harm to service users from the care and treatment that is intended to help them.

4. What Can We Do to Ensure Quality Improvement? “Compassion in Practice” launched in 2012. One of the key themes is recognising the role that organisational culture plays in determining the experience of patients / users of services. Caring defines us and our work. People receiving care expect it to be right for them, consistently, throughout every stage of their life.

5. Compassion is how care is given through relationships based on empathy, respect and dignity - it can also be described as intelligent kindness, and is central to how people perceive their care.

6. Competence for all in caring roles must have the ability to understand an individual’s health and social needs and the expertise, clinical and technical knowledge to deliver effective care and treatments based on research and evidence.

7. Courage enables us to do the right thing for the people we care for, to speak up when we have concerns and to have the personal strength and vision to innovate and to embrace new ways of working.

8. During Professional Visits / Assessments and Reviews, Ask Yourself the Following Questions… Are they safe? Are they effective? Are they caring? Are they responsive? Are they managed / led well?

9. Who can Help You if You Have Concerns Over Quality of Care Provision? Talk to your Line Manager/ Whistleblowing policy Care and Support Commissioning Team – Wakefield Council for contracted providers. Care Quality Commission Clinical Commissioning Group Social Care Direct Raising a Quality Intelligence Notification (QIN)

10. Quality Intelligence Notification (QIN) A QIN is an intelligence report regarding a quality of service issue. It is expected that you will have challenged this and sought remedial action by the provider either immediately or by an agreed date. If necessary you will have discussed this with your line manager in order to follow up this action.

11. Why raise a QIN? The purpose of submitting the QIN is simply to record the quality issue so it can be discussed at the six weekly Safeguarding Adults Board Quality Intelligence Group, and triangulated with any other intelligence regarding that service provider which might indicate further action.

12. What Happens with the QIN? QIN’s are submitted to SCD where a Duty Manager will assess it and determine whether it will be accepted, or may escalate it to a Safeguarding Concern. If the QIN information is poor or not clear it will not be accepted and will have to be re-submitted.

13. Then what happens to the QIN? Over to Jane

14. WAKEFIELD & DISTRICT SAFEGUARDING ADULTS BOARD QUALITY INTELLIGENCE GROUP

15. Quality Intelligence Group (QIG) What is it? Chaired by a member of the WDSAB Commissioners – Local Authority & Health Care Quality Commission Infection Prevention & Control Environmental Health Mid Yorkshire Hospitals NHS Trust Community Team Learning Disabilities Healthwatch West Yorkshire Fire & Rescue Service West Yorkshire Police Multi Agency Group

16. QIG – What Information Does it Get? The QIG meets 6 weekly The QIG considers a range of local intelligence including:  QIN  IP&C Audits  Complaints  CQC Information  Intelligence from practitioners from any agency members  Promotes agency initiatives, e.g. the Herbert Protocol, and Care Home Safety Checklist

17. QIG – What Happens Next? May seek more intelligence Database to identify themes and trends Contract monitoring action CQC may consider bringing forward an inspection IP&C may also bring forward an audit Environmental Health increase on their risk profile Other agencies may increase their vigilance Escalation

18. QIG – Why is it Important? Early intervention No shocks So that providers can be supported to improve quality Support professional and organisational accountability