The key lines of enquiry (KLOE) are the tools that regulatory bodies such as the CQC use to assess adult social care services and to award a quality rating. One of the five main questions inspectors ask is, "Is your service responsive?" But what does the CQC mean by "responsive" and what does that imply for your service?
How does the CQC define "responsive?"
"Services meet people’s needs."
What does this mean for your service?
It’s a very short definition and responding to your service users’ needs is second nature. But the CQC would like to see just a little bit more for these KLOEs, including your service supporting flexibility, choice and continuity of care for every individual. You’ll be asked to evidence:
- How you provide person-centred care, meaning you need to demonstrate how you involve service users in their care planning and delivery, and consider their physical, emotional, mental and social needs in these. This also includes being aware of and respecting their cultural and religious beliefs, preventing isolation by helping them maintain relationships with their loved ones, and meeting their information and communication needs.
- How you deal with complaints and concerns. To receive a good or outstanding rating, you need to show that staff and clients are confident to raise concerns without fear of retaliation, and that you take them seriously, investigate them thoroughly and take action to improve quality of care. An open and transparent approach goes a long way here.
- How you support people at the end of their life to have a comfortable, dignified and pain-free death. This includes discussing and recording their wishes about end-of-life care in advance, monitoring changes in their condition, responding quickly based on the medical advice of their nurses and doctors, and involving their loved ones in decision-making. You should also be able to evidence the arrangements made for the body, which should ensure their cultural wishes and dignity are preserved.
How we support you with the caring KLOE
Our platform not only supports you in delivering responsive care, but also helps you evidence the care and services you provide. In the Care Office, you can easily access the complete audit trail for each individual client and the service as a whole. Moreover, our ‘Care Quality Indicators’ report highlights some key indicators, such as care plans completed, for the responsive KLOE in one simple overview [Pro and Group Plans only].
Other features that will make preparing for that responsive KLOE inspection a breeze include:
- Care and support plans
- Client management
- Digital signatures