Our Outstanding Outcomes

At Liaise Loddon we are incredibly proud to have achieved an overall outstanding CQC rating not once, but twice in a row for one of our services.  In addition to that, two of our other services have received an outstanding outcome in one of the five areas. 
We asked Alexandra Moldrzykova, Area Manager for Sansa House these questions about achieving an outstanding rating -

How do you always keep the teams motivated to deliver an outstanding service both to the service users & each other?

  • It all starts with recruiting the right people who are compassionate and respectful to our service users.  Throughout their career with Liaise, people are listened to and encouraged to bring their best to the role. Everything we do is underpinned by a positive philosophy of PROACT-SCIPr-UK® which reflects in people’s training and the way the service users are supported. We promote teamwork, open culture, reflective practice and practice leadership. The management of the home act as role models and know the needs of people – co-workers and service users. Positive atmosphere and building on achievements and praise are the keys.

How do you ensure that everyone is always prepared and inspection ready – how do you give the teams the confidence to answer all of the inspector’s questions?

  • There is no difference between the day when we are having and not having an inspection. It is not about being ready for the inspection, it is about doing our best each day. People build confidence in their role through training, meetings with line managers, positive feedback, praise and encouragement to self-reflect on the everyday practice.

What procedures do you have in place that make the difference between ‘Good’ and ‘Outstanding’?

  • All homes have the same procedures, what makes the home outstanding, especially in the caring area, can’t be written or prescribed. It must be lived and modelled. At the same time for the purpose of the inspection it is important to evidence all outstanding work that has been going on every day.

If you could give five tips to other managers about achieving ‘Outstanding’, what would they be?

  • Be kind and always listen to what people have to say.
  • Be creative and involve the people using and working in the service, families, and community.
  • Create a warm atmosphere where people know each other, and everything is built on their strengths (service users and co-workers) and trust.
  • Be honest and transparent, own up to your mistakes, self-reflect and improve.
  • Remember why you chose this career in the first place, and always keep this in mind.

During the inspection at Sansa House, one of the comments made to a CQC inspector by an external professional was:
"We all feel as a team that the staff we have met need to be copied and placed in other services as role models as they are simply outstanding! They show they have good leadership and trust from the managers in order to achieve this."

The purpose of a CQC inspection is to assess the quality of the service provided under the Health and Social Care Act 2008 (Regulated Activities) Regulation 2014: Fundamental Standards of Quality and Safety. CQC rates each care homes as either

  • Outstanding, 
  • Good, 
  • Requires Improvement 
  • Inadequate

Only 3.5% of the care homes in England are rated as Outstanding by the Care Quality Commission. Getting rated as Outstanding is a lot of hard work. We know that our co-workers go the extra mile for the exceptional people they are supporting and enable them to live healthy fulfilling lives CQC inspections are unannounced, comprehensive, and very often lengthy, sometimes lasting for up to two days. So, we have to ensure that our homes are inspection-ready at any point in time. Every day is planned and prepared as if an inspection is due to take place.  Every new employee is issued with our own in-house booklet entitled ‘When the Inspector Calls’ which was compiled by our Director of Care, Cathie Wyatt, to help them understand the 5 key questions asked by CQC about the home they work in. 

5 key questions

These 5 question topics are so that inspectors can get to the heart of people’s experiences of care and support along with the quality and safety of the home.  The 5 key questions are –

  • Are service users safe from abuse and harm?
  • Is the care delivered effective? Does it lead to good outcomes?
  • Are staff caring and compassionate towards those in their care?
  • Are services responsive to the needs of service users?
  • Is the organisation well-led? Are there effective governance arrangements in place?

All of our services have been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. 

  • Our co-workers undergo extensive training - We currently run over 150 learning events each year within our Management Development Programme and Internal Course Programme. 
  • We work in partnership with local authorities, social workers, advocates, families, and other professionals to ensure that every person has a tailor-made person specific package.
  • We have robust processes in place to protect people from the risk of harm from abuse or exploitation.  All co-workers are trained in safeguarding and understand how to spot signs of abuse or neglect and know the reporting procedure should they be concerned at any time.
  • We take a holistic approach to assessing people's needs, including what support they need at different times of the day and during different activities. 

We recognise the importance of having the right co-workers in place to support people. Our interview process includes a practical session and the managers observe the candidate to ensure people are comfortable with them.  New co-workers are subject to a six-month probation with regular reviews of their performance and development. This is reviewed at two weeks, four weeks, three months, and six months to ensure employees settle in well, to offer feedback and support and review any training needs.  We support co-workers to develop a wide range of skills and understanding based on people's complex needs. We give more time and support to complete training if English isn't their first language. They are supported through supervision to focus on their progression through skills and experience and seeking internal and external training.  Our leadership team recognise the need for continuing development of skills, competence and knowledge as it is integral to ensuring high-quality care and support.