4/27/2015 Improving Quality in Primary Care – The role of the CQC in England’s health service Dr Alastair Blake EQuIP Conference Fischingen, Switzerland 1 Agenda • What is the Care Quality Commission? • How do we regulate General Practice in England? • What have we found so far? • Pros and Cons of this approach to Quality in General Practice Our purpose and role Our purpose We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve Our role We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find, including performance ratings to help people choose care We will be a strong, independent, expert inspectorate that is always on the side of people who use services 3 1 4/27/2015 Care and welfare of service users Assessing and monitoring the quality of service provision Safeguarding service users from abuse Cleanliness and infection control Management of medicines Meeting nutritional needs Safety and suitability of premises Safety and suitability of equipment Respecting and involving service users Consent to care and treatment Complaints Records Requirements relating to workers Staffing Supporting workers Cooperating with other providers New Regulations (April 2015 onwards) Old regulations Fundamental Standards Person-centred care Dignity and respect Need for consent Safe care and treatment Safeguarding service users from abuse Meeting nutritional needs Cleanliness, safety and suitability of premises and equipment Receiving and acting on complaints Good governance Staffing Fit and proper persons employed and Fit and proper persons requirement for directors Duty of candour 4 Who do we inspect? Acute Hospitals Primary Medical Adult Social Care Services • • • Acute Trusts Community Trusts Mental Health Trusts • • • • • GP Practices GP Out of Hours Urgent care/ walk-in centres NHS 111 Dentists • • • Care homes Domiciliary Care services Hospices 5 What is different about our new approach? FROM TO • Focus on Yes/No ‘compliance’ • A low and unclear bar • Professional, intelligence-based judgements • Ratings - clear reports about safe, effective, caring, well-led and responsive care • 28 regulations, 16 outcomes • Five key questions (with Key Lines of Enquiry) • CQC enforces improvement to level of compliance • CQC expects all providers to continuously improve • Providers and commissioners clearly responsible for improvement • Generalist inspectors • Corporate body and registered manager held to account for quality of care • Specialist inspectors with teams of experts • Focus on services, groups, pathways • Individuals at Board level also held to account for the quality of care 2 4/27/2015 Key questions in ALL Inspections Our focus is on five key questions that ask whether a provider is: 1. Safe? – people are protected from abuse and avoidable harm 2. Effective? – people’s care, treatment and support achieves good outcomes, promotes a good quality of life and is based on the best available evidence 3. Caring? – staff involve and treat people with compassion, kindness, dignity and respect. 4. Responsive? – services are organised so that they meet people’s needs 5. Well-led? – the leadership, management and governance of the organisation assure the delivery of high-quality care, supports learning and innovation, and promotes an open and fair culture. 7 Our new approach 8 Registration 9 3 4/27/2015 Intelligent Monitoring 10 Expert Inspections 11 Making judgements and publishing ratings 12 4 4/27/2015 Ratings grid Level 1: Every key question for every population group Safe Effective Caring Responsive Well-led Older people Good Outstanding Good Outstanding Good People with long term conditions Good Inadequate Good Inadequate Good Families, children and young people Good Good Requires improvement Good Requires improvement * Working age people (including those recently retired and students) Good Good Outstanding Good Outstanding * People whose circumstances may make them vulnerable Good Outstanding Good Requires improvement Good * Good Good Requires improvement Good Requires improvement * * * * * * People with poor mental health (including people with dementia) Level 3: Aggregated rating for every key question Overall Overall * Level 2: Aggregated rating for every population group * Overall location * Level 4: Overall rating for the practice 13 Rating four point scale High level characteristics of each rating level Innovative, creative, constantly striving to improve, open and transparent Consistent level of service people have a right to expect, robust arrangements in place for when things do go wrong May have elements of good practice but inconsistent, potential or actual risk, inconsistent responses when things go wrong Significant harm has or is likely to occur, shortfalls in practice, ineffective or no action taken to put things right or improve 14 Enforcement Action 15 5 4/27/2015 Our enforcement powers Not an escalator – more than one power can be used 16 Distribution of ratings for General Practices in England (1st October 2014 – mid-April 2015) Total North South Central London Outstanding 22 10 4 7 1 Good 499 185 131 143 40 Requires Improvement Inadequate 64 12 24 17 11 18 8 2 2 6 Total 603 Outstanding (3.5%); Good (83%); Requires Improvement (10.5%); Inadequate (3%) Overall rating by domain 18 6 4/27/2015 Overall ratings As at 9th April 2015, there have been 603 PMS ratings published. Overall; 83% were rated as good, 10.5% as requires improvement, 3.5% as outstanding and 3% as inadequate. 19 Examples of Outstanding practice we’ve seen so far • Safe • Effective Conducting robust significant event analysis and sharing learning with other practices, the CCG and other external bodies Having a strong safety culture in the whole MDT • Offering additional training to staff so that they can deliver extra services for patients close to home – e.g. complex leg ulcer management • Providing a range of compassionate additional services to support patients and carers emotional needs e.g. Inclusion Healthcare paying for a dying homeless man to visit the beach • Providing a service which proactively reaches out to meet the needs of people in vulnerable situations. Offering flexible, longer, or guaranteed same-day appointments Caring Responsive • • Well-Led • Cultivating a strong working relationship with the Patient Participation Group Offering strong personal and professional development opportunities for staff Examples of inadequate practise we’ve seen so far Safe • • • Not undertaking any analysis of significant events Storing medicines and vaccines in an unsafe way (e.g. not refrigerated) Not ensuring that staff have been properly screened in the recruitment process Effective • • Not undertaking any clinical audits or evaluation of the service Not using up-to-date best practice in patient care • Little concern for privacy and dignity for patients at the reception desk and waiting area Not holding lists of people at the end of life or sharing their information with OOH services Poor availability of appointments at times which suit patients Difficult to contact the practice via telephone No provision of same-sex clinicians Caring • Responsive • • • • Well-Led • Absence of vision for the organisation and lack of clarity in roles and responsibilities for day-to-day running of the practice Poor visibility of leaders and lack of whole practice meetings 7 4/27/2015 Pros and Cons of this approach to improving quality in general practice Pros Cons • National standards consistency • Encourages inward looking behaviour • Gaming the system • Barrier to innovation – makes people risk averse • Regulatory burden on already over stretched General Practice • Designed to inform and empower patients • Enforcement Powers – we can make things happen • Could be used to drive integration • Can improvement happen under duress? Potential for creating a negative culture Vision for the regulation of integrated care? Current situation Future vision Questions? [email protected] 8
© Copyright 2024