An inspector calls

Undergoing external checks may seem a daunting prospect for care service managers, but inspections are important, reminds the Commission for Social Care Inspection (CSCI). Here the CSCI looks at why inspections should be welcomed and how managers can get the most from them.

Inspections enable regulatory bodies like the Commission for Social Care Inspection (CSCI) to encourage improvement and share best practice across services, resulting in better quality of life for the people who use them.

The inspection process itself offers the best way of:

1. Observing – it is a useful way of observing how the national minimum standards have been met and how the residents experience the service. See it as a learning exercise that will enhance the quality of your service.
2. Interacting – with residents, their family, advocates and staff. It is important their views and experiences are taken into account, before the inspector makes a judgement.
3. Discussing – it gives the inspector and manager time to discuss any concerns or issues that may arise, to ensure there are no surprises in the resulting inspection report.

Getting ready

Preparing for an inspection can seem daunting for an inexperienced manager. Bearing in mind that most inspections are unannounced, the tips below should help when preparing for, and during, an inspection.

• Try to be pleasant and professional – be welcoming, even on a busy day, make appropriate introductions and be relaxed.
• Show transparency by having all requested documents readily available. These should be well recorded.
• Be prepared for an all day inspection – although it may take longer depending on the size and nature of the service and any issues arising.
• Demonstrate good practice and be prepared to discuss issues with the inspector. The key lines of regulatory assessment (KLORA) and annual quality assurance assessment (AQAA) are valuable tools in the inspection process. KLORA can help determine how your service compares to quality ratings, while the AQAA informs the inspector how well you deliver on outcomes to your residents.
• Involve your staff team – they also have an interest in the service they help to provide.
• Find a suitable place to discuss concerns. Be aware the inspector will need to tour the premises and ask many questions. An inspector may also wish to speak to staff, residents and their relatives, if possible.
• Remember that feedback at the end of an inspection will only be a snapshot of the findings – the inspection is incomplete until the report is written and a draft sent to the manager.

Skills and knowledge

Certain skills and knowledge on the part of the various people involved can help get the most from the inspection process.

• All managers of a service should know the difference between the relevant Acts, regulations, national minimum standards and guidelines, and understand how to use them to improve their service.
• Staff should be appropriately trained and be prepared for an inspection at any time. Any learning points that are identified should be discussed, to implement into the service.
• Staff should always be given feedback on how the inspection visit went and given a chance for comment, particularly once you’ve received the draft inspection report.
• Residents should also be informed of the result of the inspection and a copy of the report made available for them to read.

Remember, CSCI inspectors are legally bound to enter the premises at any time and should not be obstructed. Never see it as a negative experience – they are there to help improve or enhance your service.

Further information

For a detailed guide to the inspection process, visit the CSCI website for social care professionals at www.csci.org.uk/professional