We have owned our Learning Difficulty home for 17 years, during which time we had always been rated “Good” until our CQC inspection in mid-November 2019.
In November 2019 we were rated inadequate In all five domains, as a result of this rating we were placed in special measures and additional conditions were imposed on our registration. We approached Pro Risk Care Consultancy in January’20 and engaged them to help us out of this predicament.
Claire and Keith audited and provided us with a prioritised action plan along with implementation support for ourselves, our manager, and the team of staff. We found Claire and Keith are very thorough with their work and have in-depth knowledge of current legislation, regulations, and best practice. They were very committed to the home and worked hard to train and support us through all the improvements, systems, and documentation needed, the way they guided us through this process was exemplary.
Claire and Keith are very passionate about their work and were committed to improving communication and involvement within our staff team and for the benefit and inclusion of the service users. They worked alongside us all to ensure we understood the changes needed and guided us every step of the way.
Their professional yet open approach made them very amiable and the staff were happy and willing to work with them to achieve this goal. Claire and Keith were at the end of a phone when we needed them to provide help and advice. Without their guidance and the whole team approach to implementation, we would not have been able to turnaround the service and achieve a “Good” in all five domains, when CQC conducted a re-inspection in mid-August’20.
Claire and Keith of Pro Risk Care were instrumental in the achievement of this excellent outcome for our home, within six months of their appointment and working remotely through the restrictions of the COVID-19 pandemic.
We have no hesitation in recommending ProRisk Care Consultancy to any Care Provider faced with an undesirable or unfortunate situation such as ours, we would not wish the stress of living through this predicament on anyone else
In our CQC inspection we received a rating of requires improvement, we were lost as to how to make improvements and as a result we contacted Claire from ProRisk Care Consultancy. Claire provided a comprehensive compliance audit, prioritised action plan and detailed quality improvement report. Claire was really supportive; she identified the areas of concern and gave us positive feedback around the areas that we were managing well. Since ProRisk Care visited we have implemented comprehensive audits and by following the prioritised action plan have made improvements to the service through a more comprehensive understanding of regulatory requirements. Our communication between departments and team working has improved dramatically and we have monthly Governance meetings to tie everything together.
After the initial audit, Claire came back and supported us with implementation of our new systems and processes. We had previously researched quality assurance tools but did not like the off the shelf products, Claire provided us with a bespoke service and ensured that we understood how to communicate, implement and manage the changes needed. Our staff really bought into the process, we listened to their feedback and amended implementation as a result, in doing so we gained terrific commitment from our staff team and management felt more equipped to deliver quality outcomes. I have no hesitation in recommending Claire and ProRisk Care I just wish we had found them earlier.
Birchwood Nursing Home
As the registered manager of a complex nursing home, part of me wishes we had brought ProRisk care in before our inspection, doing this would have improved our last CQC report. I realise now that too many companies are not proactive and respond negatively after an unsatisfactory CQC report. As an organisation we have decided we want to work towards achieving outstanding ratings and having this external support is exactly what we needed to achieve these ratings.
Moving away from ratings, Claire brought life back to our team, staff motivation returned, and her approach renewed their commitment to working with our vulnerable resident group.
Staff appraisals have been completed since Claire’s interventions and staff have provided positive feedback about their learning experiences from both the workshops and the operational changes made to the service. Staff are looking forward to our next CQC inspection and are proud of the work they have achieved and the improvements we have made to the quality of the service we now provide.
Birchwood Nursing Home
Workshops / Away days
Claire delivered a selection of bespoke workshops to our management and senior staff, these helped us to have a voice, listen, ask questions and explore the reasons why we needed to make changes. As a team we learned the importance of “closing the loop”. Claire delivered the sessions and left us buzzing we couldn’t wait to start putting our ideas into place. Staff were positive and keen to take the lead on agreed improvements and teamed up with their colleagues to build on their strengths. We now understand the importance of why we need to do things and ensure the “loop” is closed. Claire’s knowledge and expertise is vast, she supported us all and answer questions in a manner that we understand.
The materials were great, easy to understand, and written so everyone could take part. In our team we had a number of staff who are dyslexic including myself. Claire had taken this into account and talked us through everything. We all benefited from the sessions and I feel my staff gained a much more comprehensive learning experience.
After our workshops we developed our staff annual appraisals, presented key objectives for the year, were able to project our values and aims and identified staff who could take the lead in projects and who would benefit from management training courses. We have used these workshops as upskilling sessions which has been a win-win for all involved.
We have all agreed we would like to book more of these workshops later in the year as we continue on our journey and we are incredibly motivated to make changes through teamworking and communication our aims and vision for the home through working together.
Birchwood Nursing Home
One visit from Claire fixed all that. All the holes were identified, presented on an action plan with links and tools provided in order to set straight to work. Thanks to the provision of a thorough Audit Report everyone in the business knows where we need to improve, and perhaps more significantly, they know how!
Director, Florence Avenue Care Home Ltd
From the moment I spoke to Claire, I felt that we were engaging with someone who was very knowledgeable and passionate about the sector and who would be prepared to work flexibly and proactively with us to achieve improvements.
The review process conducted by Claire and her colleagues was thorough and resulted in a number of key areas for us to focus on. Claire provided very comprehensive reports and action plans for us to implement, and is providing a series of workshops to support the implementation and delivery.
From a practical point of view, Claire has been very accommodating of our timetable and our budgets. Getting the best value for money we can has been critical for us and Claire has been instrumental in enabling managers from all of our homes to benefit from the workshops. The management team across the homes have valued the insight and input the ProRisk team bring.
We are only part way through this improvement process but I have confidence that with Claire’s support we can achieve the outcomes we seek.
West Berkshire Council
All changes were done sympathetically, allowing the good work the home does to shine through, and by the time the full report was published in July we were able to demonstrate marked improvements in the problem areas. An interim CQC inspection in October was very complimentary and we hope our next full inspection will be likewise.
I can thoroughly recommend Claire and we will continue to use her auditing services on a 6-monthly basis.
We aim to have Claire out again to check on our progress in the near future and we hope to have a complete turn around with our CQC ratings.
I would highly recommend ProRisk to anyone in need of a Professional, Personal, Friendly, and extremely Detailed service.
Romney House Ltd
Claire has the ability and enthusiasm to work with every single team member on all levels, identifying areas for improvement with an action plan on how to instigate change and ensure effective implementation.
We are so grateful that we found ProRisk Care Consultancy Ltd and benefited from Claire’s support, we are now a stronger organisation and we look forward to continuing our working relationship for many years to come.
Thank you once again Claire. We know we can’t thank you enough.
Mr R Ibrahim
Ashwood Healthcare Ltd