Removing the pain from CQC Inspections

Eagle House is a specially designed Care Home and has achieved recognition for providing exceptional care by its enthusiastic care team; this is clearly demonstrated by being awarded a 2 star rating from the CQC (Care Quality Commission).


The Challenge

In July 2008 the Management team at Eagle House Care Home were increasingly finding employment law and health & safety issues were becoming a minefield, and it was progressively more difficult to stay on top of current legislation as well as ensuring policies were in-line with inspection requirements.

The Management team needed to understand the correct procedures and solutions for addressing issues such as; flexible working hours, disciplinary matters, training for hoisting equipment and managing infection control.

Eagle House Care Home decided they would enlist a specialised outsourced solution for employment law and health & safety compliance and appointed Citation, who have extensive experience of working with Care Homes as well as working with other Care Plus & Complete Care (UK) Homes.

The Solution

Upon becoming a client of Citation, Eagle House Care Home was granted immediate access to the health & safety and employment law advice line providing Management with instant peace of mind and expert advice 24/7.

Eagle House Care Home underwent two detailed site inspections. One consisted of an in-depth consultation with the Management team to assess their current contracts of employment as well as identifying particular problem areas they wanted to address.

From this bespoke contracts of employment were drafted as well as an Employee handbook. Access to Citmanager® allowed individual staff personnel records to be set up online rather than continue to use paper based records.

An in-depth health & safety inspection of the Care Home followed and a detailed inspection report was produced outlining specific priorities observed during the inspection along with the corrective action that was necessary to ensure the company complies with current legislation.

Management systems were installed and training was provided on how to use the online system, Citassess® to complete risk assessments online. Every member of staff at Eagle House Care Home was supplied with an individual copy of the employee handbook detailing all agreed policies and legal requirements.

The Result

The inspection and installation process provided Eagle House Care Home with the assurance not only that they have the most up-to-date documentation but that they have correct tools, procedures and resource to demonstrate necessary legal requirements for an Inspection.

Mandy Quintance, Manager at Eagle House Care Home commented:

"The online systems have made CQC Inspections less daunting as we know we have the necessary documentation to hand removing the hassle from us."

Citation continues to work with Eagle House Care Home providing ongoing advice, annual inspections and timely updates and look forward to supporting them over the coming years.