Care home inspections must protect residents, but they should also recognise the pressure on those delivering care. If the new CQC framework is to succeed, inspector behaviour will matter as much as the rules themselves.
When things go wrong in care homes, we rightly hear about it, loud and clear. Homes that allow malpractice, abuse and neglect of our most vulnerable citizens by the people they depend on for their care should feel the full force of all legal and social consequences .
But what about when managers and teams are just doing their very best, and the people they care for are happy and healthy, but circumstances beyond their control have led to a negative inspection experience? Who stands up for them and makes sure they have access to support, a fair and responsive feedback process and the chance to influence different outcomes in the future?
The issue of how inspections are carried out on a human level - how inspectors behave, how they interact with managers and respond to feedback has come to the fore as the sector prepares for the rollout of a new framework later this year, following a pilot phase over the summer.
Managers are calling for fresh training for inspectors as the new framework is rolled out, pointing out that nothing will really change unless those on the frontline representing the regulator are retrained to focus on “support and improvement” rather than “just fear” during visits.
Now the Care Quality Commission (CQC) has told The Care Home Environment it is planning to rollout fresh training for inspectors to ensure they “support and protect provider welfare” during visits. The sector will be hoping this means that inspector behaviour is underpinned with the same level of pragmatism the chief inspector Chris Badger has promised under the new framework.
For registered managers doing their best despite a lack of resources and staff, this isn’t just a nice-to-have. A pragmatic and fair inspection process can be the difference between coping - or not. It’s part of caring for our carers.
CQC exists to support our hard-working care teams to improve the services they provide for the benefit of us all, whether by spotlighting poor practice or celebrating excellence. We all want to see them succeed in achieving that aim in the most proportionate, pragmatic and effective way possible. However, if inspection teams aren’t supported to deliver scrutiny in a way that feels helpful to the majority of managers and care staff doing their best, then how can it achieve that goal?
We all exist in an interdependent ecosystem, and if we fail to show care, empathy and respect for those that care for us and our loved ones when we are most in need, then surely we’re setting them up to fail themselves.
