To test our organisation against current and emerging best practice, we commissioned PricewaterhouseCoopers (PWC) to review our processes, and our compliance and governance systems. They have now delivered their final report and we have begun to implement their recommendations.
Four Seasons has integrated governance and quality-performance management systems and procedures, with data relating to services being reviewed at unit level and regional level, and reported centrally so it can be analysed and compared across all homes. This allows us to identify emerging trends, areas for improvement or training needs, and to share learning and best practice.
Central to ensuring the effectiveness of our policies, procedures and quality-assurance systems are the group medical director, and the heads of clinical standards and compliance for our care homes. To support compliance at a regional level, we have employed an increased number of regional quality auditors/managers, clinical-quality facilitators, and training coordinators who can support staff in improving their skills.
All significant incidents, safeguarding referrals, embargoes, complaints, regulatory concerns or non-compliance across our care homes are notified in real time to the relevant managing director, and escalated to the chairman and chief executive.
A weekly report is circulated to the senior-management team and board members, and considered at our senior-management team meetings so we can determine appropriate actions at a strategic level.
"I feel at home when I visit my mother and feel confident that she is being well looked after, I wouldn't want her to be anywhere else."