Trust, confidence and communication in inspections
By Caring Times editor Geoff Hodgson
I do not number people skills and verbal communication as strong elements in my ‘skillset’ which is perhaps unfortunate for someone who has pursued a career in journalism. I can, at different times, be hesitant, abrasive and shy but I suppose it helps that I am a good listener and usually ask the right questions.
I don’t imagine that, were I to be in the shoes of a care home manager, I would handle a visit from a CQC inspector very well.
At a recent sector event hosted by a major bank I listened to a presentation by Segon Oladokun, head of inspection for adult social care in London South, who said managers should positively engage with CQC inspectors during an inspection. He said managers should argue their case, bringing the evidence supporting why their care home should be rated ‘outstanding’ rather than ‘good’ to the inspector/s’ attention.
Segon said he saw challenge as part of the inspection process and that managers should be at pains to explain to inspectors aspects of the service which might be otherwise misinterpreted, and should challenge inspectors when appropriate.
All well and good, but it presupposes a positive, trusting relationship and that the manager is a brilliant communicator, radiating confidence and that the inspector is a good listener and asks the right questions; if either falls down in these respects then the field is wide open for them to be at cross purposes and for the wrong messages to be given and received. I wonder how much training care home managers and CQC inspectors receive to help them develop these key skills.
- The CT Blog is written in a personal capacity – comments and opinions expressed are not necessarily endorsed or supported by Caring Times.