Improving Care Really Does Matter for this Wilts-based Agency

A Case Study on Business Improvement by Lance Cross, Business Growth Expert, Trainer and Consultant.

Lance Cross Business Management Ltd

Care Matters (Wiltshire) Ltd is a medium-sized domiciliary care agency which has been operating out of Warminster for over ten years.  The manager, Julie King, had heard about Investors in People as an effective business improvement framework, and was interested in finding out more.  Always an employer who has been genuinely committed to her team, and already a successful business, she wanted to:

  • better support compliance with Care Quality Commission standards
  • bring more organisation and structure to systems for managing performance
  • confirm her commitment to her team by gaining external recognition

Improving Care Really Does Matter for this Wilts-based Agency

Implementing Business Improvement

We started by arranging confidential one-to-one chats between me and each of her people – a face-to-face staff survey, in effect.  This was a bit of a leap of faith on Julie’s part; it takes an enlightened attitude to be prepared to open up to criticism – however constructive – the business one has built up.

The output was a report reflecting perceptions of Care Matters as an employer, both good and no so good points.  Julie and I then met regularly to consider consolidating those strengths in management practice and identifying solutions to areas which could be improved.  We agreed simple ways to :

  • communicate to the team what the business is aiming to achieve
  • plan and evaluate learning and development
  • redesign the Quality of Care survey of service users
  • involve the team in discussions about team working and moral values
  • deliver short in-house workshops on management skills for Julie and her team leaders

When we had worked together over a twelve-month cycle to put all that in place, we invited the award assessor in.  Her feedback was glowing, especially around effective management, involved people, mutual support and respect, and commitment to high standards.  Care Matters gained Investors in People accreditation “with flying colours”.

The agency has continued to grow, profits have risen, there is stronger resilience as it is better able to withstand market volatility, and business improvement has become a way of life.  At the next CQC inspection, particular mention was made of the strong leadership and performance management practice in evidence.  On top of that, they are a lovely group of people to work with.

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