CQC Information

Our service standards are very important and the CQC guidelines under their framework are followed. In this section we have outlined documentation for our staff to review and also for our clients to understand our policies/procedures. We follow the Policies in support of the Fundamental Standards and the KLOE(key line of enquiry) methodology:

Domiciliary Care

Fundamental Standards - We have a Model Policy Statement for each of the 11* (see below) Fundamental Standards, as follows:

Person Centred Care Dignity and Respect Need for Consent Safe Care and Treatement Safeguarding Service Users from Abuse and Improper Treatment
Regulation* 9 Regulation 10 Regulation 11 Regulation 12 Regulation 13
Meeting Nutritional and Hydration needs Receiving and Acting on Complaints Good Governance Staffing Fit and Proper Persons Employed
Regulation 14 Regulation 16 Regulation 17 Regulation 18 Regulation 19
Duty of Candour
Regulation 20

*Regulation relating to the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

These Policy statements describe the actions the Agency will undertake in order to be compliant with the Standards, and the Regulations which underpin them

We have 62 additional Policy Statements which support, not only the Fundamental Standards, and the above Policy Statements, but also the Key Lines of Enquiry (KLOE) which CQC use in their inspection of services.

The Key Lines of Enquiry used by CQC are:

Is the service: Safe?, Effective?, Caring?, Responsive?, Well led?

* For our Domiciliary Care materials, we have not included the Fundamental Standard for cleanliness, safety and suitability of premises and equipment (Regulation 15), as this standard is almost wholly aimed at premises/equipment provided in order to deliver care and treatment - e.g. Hospital, Residential Care Home, etc. CQC have stated - "For example, when inspecting providers of personal care to people in their own home, we would not assess Regulation 15, Premises and Equipment"

Policies in support of the Fundamental Standards and the KLOE methodology:

Is the service?

Safe? Access and Security Accident/Incident Reporting Administration of Medicines Client Mobility Control of Infection
First Aid Handling Client`s Money Health and Safety Lone Working Managing Challenging Behaviour
Medicine Administration Errors People Moving and Handling Physical Restraint Safe Care and Treatment Safe/Positive Touch
Safeguarding Staffing Violence at Work Whistleblowing
Effective? Consent to Care and Treatment Meeting Nutritional and Hydration Needs
Caring? Autonomy and Independence Confidentiality Dignity and Respect. End of Life Care Intimate Care
Protecting Clients Rights
Responsive? Care Needs Assessment Complaints Diversity in Care Failure to Attend Client Visit Person Centred Care
Quality Assurance
Well Led? Absence Additional Employment Annual Leave Business Continuity Planning Capability
Computers Data Protection Dignity at Work Disclosure Duty of Candour
Education and Training Employee Discipline Employee Grievances Employee Responsibilities Environmental Policy
Equality Fit and Proper Persons Employed Fixed Term Employees Gifts, Wills and Bequests Good Governance
Handling Disclosure Information Induction Leave of Absence for Public Duties Medical Appointments Mobile Phones
Prevention of Bribery Probation Record Keeping Recruitment Recruitment of Ex-Offenders
Sick Pay Smoking Social Media Special Leave Staff Support
Substance Abuse Use of Email Use of the Internet Working with Volunteers Workplace Stress

Policies in red are in respect of the Fundamental Standards (11)


KLOE Reference* Policy Title   Regulation(s)
Safe? Access and Security   10 11 12
  Accident/Incident Reporting   12
  Administration of Medicines   11 12
  Client Mobility   12
  Control of Infection   12
  First Aid   12
  Handling Clients' Money   13
  Health and Safety   12
  Lone Working   12
  Managing Challenging Behaviour   9 10 12 13
  Medicine Administration Errors   11 12
  People Moving and Handling   10 12
  Physical Restraint   9 10 12 13
  Safe Care and Treatment   12
  Safe/Positive Touch   9 10 13
  Safeguarding   13
  Staffing   18
  Violence at Work   12
  Whistleblowing   12 20
Effective? Consent to Care and Treatment   11
  Meeting Nutritional and Hydration Needs   14
Caring? Autonomy and Independence   9
  Confidentiality   9 10
  Dignity and Respect   10
  End of Life Care   9 10
  Intimate Care   9 10
  Protecting Clients' Rights   9 10 11 12 13 16
Responsive? Care Needs Assessment   9
  Complaints   16
  Diversity in Care   10 13 16
  Failure to Attend Client Visit   9
  Person Centred Care   9
  Quality Assurance   17
Well Led? Absence   18
  Additional Employment   18
  Annual Leave   18
  Business Continuity Planning   18
  Capability   19
  Computers   N/A
  Data Protection   N/A
  Dignity at Work   N/A
  Disclosure   19
  Duty of Candour   20
  Education and Training   18
Employee Discipline
  Employee Grievances   N/A
  Employee Responsibilities   N/A
  Environmental Policy   N/A
  Equality   N/A
  Fit and Proper Persons Employed   19
  Fixed Term Employees   18
  Gifts, Wills and Bequests   13
  Good Governance   17
  Handling Disclosure Information   19
  Induction   18
  Leave of Absence for Public Duties   18
  Medical Appointments   18
  Mobile Phones   N/A
  Prevention of Bribery   N/A
  Probation   18
  Record Keeping   12
  Recruitment   18
  Recruitment of Ex-Offenders   18
  Sick Pay   N/A
  Smoking   12
  Social Media   N/A
  Special Leave   18
  Staff Support   18
  Substance Abuse   N/A
  Use of Email   N/A
  Use of the Internet   N/A
  Working with Volunteers   18
  Workplace Stress   12

Policies in red are in respect of the Fundamental Standards (11)