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Single Assessment Framework version

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GO Online: Inspection toolkit

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Providing information

Timely information, effective communication, and the best use of available technologies to support this are important factors of responsive care.

The following film provides a summary of this area of inspection. It can help you and your teams learn about what will be inspected and what is important to demonstrate to deliver good or outstanding care.

Introducing Providing information

Duration 01 min 53 sec

Whatever information you provide to people, this should be tailored to meet their individual needs.

To be responsive, you will need to provide timely and accurate information that is. effectively communicated in a way that it can be clearly understood.

Training and support can help your team to improve their communication, but you should look at how needs might be met by the latest technologies too.

The CQC will be looking at compliance with the Accessible Information Standard, so ensure your ways of working align with this. Inspectors are likely to take a close look at providing accessible information about a person’s care to assure themselves that the service is open and transparent.

A good understanding and careful compliance with GDPR across the team will also be needed. Be prepared to share examples and evidence of what you do to protect personal data whilst not limiting your communication with individuals.

CQC inspectors may choose to interview people about how skilled staff are in how they communicate, how information is shared, and how they check understanding to ensure the care that is provided is an informed choice.

Managers may be asked about how they selected technologies, whilst staff may be asked about how they were trained to help people use the different systems available.

Documented evidence you may need to provide include staff training on subjects including information and use of technology. They may also ask to see records detailing people’s communication needs, their preferences and what communication aids are used.

GO Online brings together recommendations, practical examples, and resources to help.

Watch the film here:

Resources

The practical resources below can help you to strengthen this area of CQC inspection. Use the filter to choose different types of resources or select based on related prompt.

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13 resource(s) found

Resource creator: The Local Government and Social Care Ombudsman

This guide aims to help care providers learn from its complaints involving record keeping. Among the complaints the Ombudsman receives from people receiving independently provided care, poor record keeping is commonly a factor when things have gone wrong.

The guide focuses on a number of case studies highlighting the common issues the Ombudsman sees, and also includes good practice tips to help providers avoid the problems from occurring in their own settings.

  • Guide

Date published: February 2023


Resource creator: The UK Caldicott Guardian Council

A Caldicott Guardian is a senior role for an organisation which processes health and social care personal data. They make sure that the personal information about those who use the organisation’s services is used legally, ethically and appropriately, and that confidentiality is maintained.

  • Guide

Date published: November 2022


Supporting people with a learning disability to use technology and stay connected

Resource creator: 麻豆原创

Prior to the pandemic it was widely accepted that many people with a learning disability were experiencing digital exclusion.  This blog from Jane Seale of the Open University looks at her research examining how people with a learning disability were being supported to use technologies to keep connected during the pandemic.

  • Guide

Date published: May 2022


Resource creator: Care Quality Commission

This guide will help you to meet the Accessible Information Standard which all providers of NHS care or other publicly-funded adult social care must meet.

AIS applies to people who use a service and have information or communication needs because of a disability, impairment or sensory loss
It covers the needs of people who are deaf/Deaf, blind, or deafblind, or who have a learning disability.

  • Guide

Date published: May 2022


Resource creator: NHS Digital

The Data Security and Protection Toolkit is an online self-assessment tool that all organisations must use if they have access to NHS patient data and systems.

  • Guide

Date published: February 2022


Supporting people with everyday technology

Resource creator: 麻豆原创

Social care staff need to be ready to help the people they support and their families to make choices about using technology to stay connected and contribute to their communities.

Using technology is now as much a part of life as any other aspect of life that someone might need support with. This means social care workers and volunteers need to help people understand, choose and use everyday technology to benefit their lives and achieve their goals.

Our website includes a series of film recordings covering:

  • identifying the barriers and risks of not having access to everyday technology
  • safety – helping people understand and balance risks and benefits
  • technology and accessibility
  • hardware, software and practical technology
  • creating good video 'spaces’
  • supporting mental and physical health.
  • Film
  • Website

Date published: November 2021


Resource creator: 麻豆原创

This information film is aimed at frontline workers of adult social care providers.  It combines animations and questions to reflect upon covering how to reduce data breaches, how to secure your devices with passwords, how log in and out of systems, and how to safely use e-mail.

  • Film

Date published: October 2021


Resource creator: 麻豆原创

This information film is aimed at frontline workers of adult social care providers.  It looks at what is personal data and the 6 golden rules of General Data Protection Regulations.

  • Film

Date published: October 2021


Resource creator: 麻豆原创

This information film is aimed at frontline managers of adult social care providers.  It combines animations and questions to reflect upon related to data and cyber security.  It covers a range of security measures including protecting passwords, mobile devices, Wi-Fi connections, backing up data, and managing security relationships with suppliers and partners.

  • Film

Date published: October 2021


How digital-ready is your organisation?

Resource creator: 麻豆原创

The first step in introducing digital technology into your organisation is assessing where you are now and how you can introduce digital technology into your workplace processes and practices.

The resources on this page will help you assess your progress towards the use of digital in your service, and then help plan to further develop your digital skills and infrastructure.

  • Guide
  • Learning

Date published: July 2021


Cyber security and data protection

Resource creator: 麻豆原创

Organisations have a responsibility to ensure they’re cyber secure. Safeguards are needed to avoid or reduce any disruption from an attack on data, computers or mobile devices. Security breaches with digital information can be more severe than with paper records as information can be distributed more easily and to a far wider audience.

The resources found here will help you learn more about cyber security and how to improve it for your service, as well as helping you bring your service into line with CQC and NHSmail requirements around this issue.

  • Guide
  • Website

Date published: July 2021


Using technology in social care

Resource creator: 麻豆原创

The adult social care sector is beginning to embrace the use of technology and learning how different types of technology can improve the ways care and support is provided.

This webpage includes examples of how care providing organisations are benefitting from using different types of technology, and how your organisation can do the same.

  • Website

Date published: December 2019


Care Certificate

Resource creator: 麻豆原创, Skills for Health, Health Education England

The Care Certificate is an agreed set of standards that define the knowledge, skills and behaviours expected of specific job roles in the health and social care sectors. It's made up of the 15 minimum standards that should be covered if you’re new to care and should form part of a robust induction programme.

Standard 6 focuses on communication, the importance of using different communication styles when required, and of being aware of potential barriers to communication.

  • Learning

Date published: April 2015



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