Catrine Bank

1. To strengthen leadership and improve outcomes for people, the provider should ensure that quality assurance, self evaluation and improvement planning processes are consistently embedded in daily practice. This should include sustaining regular review meetings and ensuring that improvement actions remain clearly linked to people’s experiences and outcomes. This should include, but is not limited to: - ensuring staff and managers continue to use the new electronic systems effectively - ensuring learning from audits, feedback and evaluation leads to timely updates to improvement plans. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state that: “I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes” (HSCS 4.19). “I experience high quality care and support because people have the necessar1. To support positive experiences and outcomes for people, the provider should continue to improve how staffing is assessed, planned and evaluated. The provider should ensure that staffing decisions consistently reflect people’s wellbeing, outcomes and weekly experiences. This should include, but is not limited to: - reviewing and adapting staff allocation and rotas to promote consistency of support - ensuring that weekly reviews of incidents, absences, quality assurance outcomes and wellbeing summaries are used effectively to inform staffing decisions. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state that: “My needs are met by the right number of people” (HSCS 3.15). “My care and support is consistent and stable because people work well together” (HSCS 3.19).

1. To ensure people experience high quality, personalised care and support, the provider should continue to improve the quality, completeness and accuracy of care and support plans. The provider should ensure that all relevant information is fully transferred into the electronic system and that plans remain outcome focused and up to date. This should include, but is not limited to: - ensuring all essential information is transferred from paper records into the electronic system - ensuring staff use the system consistently to record daily support, evaluate progress and update plans and risk assessments. This is to ensure care and support is consistent with the Health and Social Care Standards (HSCS), which state that: “My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices” (HSCS 1.15). “My care and support meets my needs and