Operational support to home owners with serious Regulatory issues

HCMS were contacted by a care home owner unsure of how to resolve problems with the Regulator (CQC) and commissioners following a series of mishandled Safeguarding cases.

The owners saw the home as an investment and had no practical experience of care home operation. They had relied heavily upon their long serving Registered Manager to provide the day to day management of the service. The RM left the home to seek a new challenge, and the owners appointed a new Manager.

A few short months later, after several ‘botched’ Safeguarding cases, an inspection by the CQC and several visits by the Local Authority Contracts Monitoring Team, the home was on embargo and at risk of residents being removed.

The owner contacted HCMS uncertain of how to proceed and agreed that HCMS would provide a ‘head-office’ and Regional Management function to support the new Home Manager. HCMS met with the owners on site and it was agreed that we would immediately take responsibility for managing the recovery process. Sadly, the new Home Manager was unable to rise to the challenges of getting the home back on track and left. HCMS recruited a new Manager for the owners and worked with the CQC and Local Authority to achieve full compliance and have the embargo lifted.

After approximately 4 months the home was once again operating to a high standard with high levels of occupancy and HCMS have been retained since to provide operational support.

Risk Review of 157 homes on behalf of a major national operator

In late 2013, HCMS was retained to carry out a high-level risk review of 157 care homes for a major national operator who wanted an independent and objective review across their portfolio. This represented 50% of the operator’s care-homes across all three national regulatory areas.

HCMS’ review programme resulted in the fieldwork for all 157 homes being completed in less than three months with individual service reports uploaded onto its online Portal system within five working days of the site visit.

All homes were assessed as Red-Amber-Green in terms of the risks that they presented and the detailed report produced from the IMPaCT output enabled identification of key themes and risks across this portfolio to enable management to implement the necessary improvements.

Operational review and strategic reporting for a UK Charity

January 2014 saw HCMS undertake a review of seven specialist care services operated by a major UK Charity as part of its group operations.

The Board, who were considering the group’s long-term strategic direction and future development opportunities, needed an independent and objective report on how effectively the Charity was leading and operating its care services in terms of quality and cost management, along with recommendations for improvements.

HCMS completed the detailed operational review of the seven services within five working days and provided the operational management team with a ‘Red-Amber-Green’ assessment of the level of risk presented along with a detailed schedule of corrective action required for each service. In addition, the financial review identified significant cost savings for the services through improvements in staffing and other overhead cost reduction.

The comprehensive review of the market for the Charity’s care services, including a review of the operational leadership and management team, provided the Board with the information needed to commence their strategic review process.