Regulated by the Care Quality Commission
The CQC regulates Hygea Homecare. This ensures high-quality home care services are delivered in the community.
A fully CQC
regulated service in England
Hygea Homecare is fully regulated by the Care Quality Commission (CQC) to ensure that we provide high quality home care services.
Unlike some other providers who may be less stringent with their inspections, Hygea welcomes and complies with the registration process, bringing transparency into our company practices.
You can rest assured knowing your family will always receive only professional attention from us as you focus on what’s most important – enjoying each day however it comes!
What is the Care Quality Commission?
CQC is the independent regulator of Health and Social Care in England. They monitor, inspect, regulate to make sure that people have access safe caring effective responsive well-led care services which meet fundamental standards for quality.
Key questions asked by the CQC
Are they safe?
You (the customer) are protected from abuse and avoidable harm.
Are they effective?
Your care, treatment and support achieves good outcomes, helps you to maintain quality of life and is based on the best available evidence.
Are they caring?
Staff involve and treat you with compassion, kindness, dignity and respect.
Are they well-led?
Leadership, management and governance of the organisation should all make sure it is providing high-quality care that is based around your individual needs, encourages learning and innovation, and that it promotes an open and fair culture.
There are five key questions asked by the CQC of care providers. They are often referred to as Key Lines of Enquiry (KLOEs):
The benefits of a regulated service
- Independent inspections (audits) are conducted by a regulatory body to give you peace of mind that we do what we say we will do.
- We have to comply with regulatory standards to maintain our registration, meaning our customers are reassured that they are receiving a high standard of care.
- Our carers are vetted and checked through a robust recruitment process that complies with the regulations (interviews, application form, a minimum of two references, and fully-enhanced DBS check).
- Training for all carers and staff is in line with the Care Certificate, meaning our employees are trained to a nationally recognised standard before they work unsupervised with our service users, providing a safe and responsive service.
- The ongoing supervision and development provided for all of our staff in the form of supervision, appraisals, direct observations and training. All staff undergo regular supervision and are able to further their development by attending training in specialist areas such as dementia care, end-of-life care and other management courses.
- We provide reports to the regulator to ensure they have confidence in the way we manage the service. This assures our customers that we will be open and honest with them and share information as and when required.
- Our customers can provide feedback to the CQC on the service we provide. This allows them to have a voice, ensuring that good care is praised and that any poor care is highlighted.
- We will not take on care that is unsafe or that would put our customers or carers at risk, ensuring a safe service is provided at all times.
- The CQC works with other bodies (e.g. the Health & Safety Executive, Health Watch and the local government ombudsman), to gain an understanding of how a service is performing. This reassures our customers that our service is of a high standard, as there are a number of sources where information is obtained before an inspection is conducted and an outcome is provided.
Compliance
- Our internal Quality and Compliance audits ensure that we follow all rules and guidelines set by CQC to deliver a high standard of care to all service users.
- The Quality team reviews current practices to ensure that the customer is receiving the best possible service available. We do this by checking regulatory compliance and values, as well as conducting independent internal auditing/compliance checks for our company’s standards.
- Feedback from surveys can be used to help improve the customer experience and ensure that information is passed along in a timely manner.
- Escalation service; If the client has any concerns about their service or an employee, then they will be able to escalate those issues and be confident that it’s handled independently.
- An in-depth analysis and reporting on trends in data, looking for best practices that can be shared across the business to ensure improvements are always made.
- The quality team is a key component of maintaining customer satisfaction and making sure they receive what’s rightfully theirs. We do this by acting as the central point for outside agencies, preparing documentation on their behalf, following up with stipulated timescales so deadlines aren’t missed – all while ensuring your customers are not delayed in applying for further funding like through Continuing Healthcare (CHC) teams.
- With our client service and contract monitoring skills, we are able to provide our clients with a stellar experience. They also act as the local council’s point of contact in respect of existing contracts monitored closely so that any problems or concerns raised by them get dealt with quickly and effectively.
- We’re committed to providing a service that reflects up-to-date practices and policies. We do this by updating our procedures in line with legal requirements, so we can give you the best possible experience.